Content Strategist
DocSend
Role Description
We are seeking a skilled Content Strategist to join the Knowledge and Experience Platforms Operations team. You will own and drive content strategy initiatives that optimize and maintain our help center and learning platforms. You will collaborate cross-functionally with content developers, SEO specialists, product teams, and support operations to ensure content is accurate, accessible, and aligned with customer needs and business goals.
This role is essential to maintaining a seamless customer journey through data-driven content improvements, content audits, and strategic content architecture. You will be a key contributor to the continuous evolution of our scaled support content ecosystem, helping to reduce friction, improve customer satisfaction, and enable support agents with the best resources. Your work will directly support the Dash and Admin Console rollouts, ensuring continuous content iteration and adoption.
Responsibilities
- Lead content strategy and execution for help center and learning platform content, ensuring alignment with customer experience goals and SEO best practices.
- Partner with Content Development, Training Program Managers, SEO teams, and localization to plan and implement updates to information architecture, content formats, and delivery models.
- Proactively monitor content performance using analytics tools and customer feedback to identify gaps and opportunities for optimization.
- Manage and execute content audits, quality assurance, and bug ticket submissions within content management systems such as Adobe Experience Manager (AEM) and Contentful.
- Own content architecture strategy for large-scale content delivery, including structuring, organizing, and outlining content for migrations and platform improvements.
- Collaborate with cross-functional teams including Product, CX, RM, Legal, and Localization to ensure content meets evolving customer and business needs.
- Serve as the direct responsible individual (DRI) for daily content operations tasks, including coordinating with external partners like PMG, InSync, and Coveo.
- Assist with peer reviews and provide actionable feedback to content creators to maintain high-quality standards.
- Support localization workflows and ensure content is prepared for global audiences.
- Contribute to the development and maintenance of content governance and workflow processes.
- Build and maintain content optimization trackers and SME workflows to improve turnaround times and content helpfulness scores.
- Mentor peer writers and drive process improvements such as cadence for Pulse verbatim reviews.
Requirements
- 3+ years of experience in content strategy, content operations, or technical content development, preferably within SaaS, technology operations, or customer support environments.
- Proven expertise with content management systems such as Adobe Experience Manager (AEM), Contentful, or similar platforms.
- Strong understanding of SEO principles and experience applying SEO best practices to support content.
- Demonstrated ability to analyze content performance data and customer feedback to drive continuous improvement.
- Excellent project management skills with the ability to manage multiple priorities and projects simultaneously under tight deadlines.
- Strong communication and collaboration skills, with experience working cross-functionally across global teams.
- Detail-oriented with a passion for delivering customer-centric content that enhances user experience.
- Ability to navigate ambiguity, identify blockers, and proactively solve problems with minimal supervision.
Preferred Qualifications
- Experience working in customer experience, support operations, or enablement functions within a SaaS or technology company.
- Familiarity with localization processes and managing content for global audiences.
- Experience with analytics tools and platforms for content performance measurement (e.g., Databricks, Tableau).
- Prior experience collaborating with SEO agencies or partners.
- Knowledge of adult learning principles and digital learning content design.
- Bachelor’s degree in business, communications, technical writing, or a related field preferred.
Compensation
The range listed above is the expected annual salary/OTE (On-Target Earnings) for this role, subject to change.
Please note, OTE are for sales roles only.
Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
Dropbox is a Virtual First company and is open to hiring candidates in all authorized locations.
Company Description
Dropbox isn’t just a workplace—it’s a living lab for more enlightened ways of working. We're a global community of bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself— Dropbox is ready for you.
Team Description
The Dropbox Customer Experience (CX) Team shapes how more than 700 million users worldwide interact with our products. We turn complexity into convenience and customer insights into innovations, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you're passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience team. Areas of work include customer support, user experience research, technical support, customer success management, and program management.
Benefits
Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to:
- Competitive medical, dental and vision coverage*
- Retirement savings through a defined contribution pension or savings plan**
- Flexible PTO/Paid Time Off policy in addition to statutory holidays, allowing you time to unplug, unwind, and refresh
- Income Protection Plans: Life and disability insurance*
- Business Travel Protection: Travel medical and accident insurance*
- Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food & groceries, and much more
- Parental benefits including: Parental Leave, Fertility Benefits, Adoptions and Surrogacy support, and Lactation support
- Mental health and wellness benefits
Additional benefits details are available upon request.
*Where group plans are not available, allowances may be provided
**Benefit, amount, and type are dependent on geographical location, based upon applicable law or company policy