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UX Writer

Customer Operations

Portland

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About SurveyMonkey

SurveyMonkey (NASDAQ: SVMK) is a leading global survey software company on a mission to power the curious. The company’s People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey’s products, enterprise solutions and integrations enable 335,000+ organizations to solve daily challenges, from delivering better customer experiences to increasing employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation.

SurveyMonkey is a place where the curious come to grow. By embedding inclusion into our processes, policies, and culture, we are building a workplace for our 1,000+ employees across North America, Europe, and APAC where people of every background can thrive. We’ve won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals. 

SurveyMonkey was recognized by Great Place to Work® and FORTUNE as a top workplace in 2018 and 2019, and the company has also won numerous awards as a leader in global survey software, including being named among CNBC’s Disruptor 50 and the Forbes Cloud 100. 

Over the past two years we’ve become a public company and expanded our platform with enterprise-grade features in privacy, security and compliance, putting SurveyMonkey on the path to rapidly expand our presence within the Fortune 500. We have ambitious goals to grow our international footprint as well, and every member of our troop plays a critical role in driving this growth and transformation. It’s an incredible time to join the company and be a part of our next chapter!

 

The Role

We’re looking for an experienced UX writer (or content strategist or content designer, whatever name you prefer) to grow our team. This role reports to the Senior Content Strategy Manager at our Portland office. You’ll help us continue to establish and scale the function—making an impact not just on the product, but on how the organization works.

Our team makes sure customers always have the information they need, from within the product to the help center. Your words help form the customer experience. You’ll be accountable for writing strategic UI copy that's easy to understand and concise, and you’ll be supported by three other UX writers. Your other teammates focus on help center articles and self-service content strategy. 

This is the perfect role for someone who’s interested crafting end-to-end user experiences and is an expert at designing with words—how a screen fits into the larger ecosystem matters just as much as what the words on them say. You’ll be focused on depth over breadth, diving deep into one or two products at any given time. 

UX writers work closely with designers and product managers and have a strong voice in the product development process. You’re not only a terrific writer, but a sought-after collaborator and critical-thinker. As a strong communicator who’s thoughtful about how you share the reasoning behind your work, you’ll have the opportunity to provide strategic direction on high-priority projects and influence decisions that improve the overall user experience. 

 

Responsibilities

  • Partner with design and product to create content that guides people through user flows (navigation items, button labels, tool tips, errors, notifications, etc.)
  • Write simple, direct, and human copy with an eye toward inclusivity, accessibility, and localization
  • Maintain and evolve our style guidelines
  • Define the content strategy, information architecture, and terminology for a given product
  • Collaborate with product designers on prototypes and edit copy in Sketch and Abstract
  • Decide which content components will work best to meet user needs
  • Thoughtfully explain content decisions and how words solve problems
  • Provide feedback when a design concept could be better and brainstorm solutions
  • Build consensus and incorporate ideas in pursuit of the best solutions
  • Work with design, product, and engineering to understand the capabilities and constraints of products you’re working with
  • Advocate for solutions that support business goals while prioritizing user needs
  • Look at a customer problem with empathy and find achievable solutions
  • Envision a world different than the status quo and show a clear path for how to get there
  • Attend user testing sessions and share findings with your team
  • Use data and research to inform, guide, and measure your work
  • Proactively identify opportunities to improve the customer experience and drive change
  • Contribute to projects that optimize self-service and decrease the customer contact rate
  • Share your work with teammates and provide feedback on their work
  • Deliver presentations and reports to senior management and large groups
  • Improve and implement content processes to ensure consistency and efficiency
  • Help us keep up with the evolution of the UX writing field

 

Qualifications

  • 4+ years experience as a content strategist, at least 2 years as a UX writer
  • Strong writing and editing skills, in particular making text shorter, friendlier, and easier to understand with specific reasoning behind each choice
  • Solid understanding of content design, information architecture, and taxonomy
  • A systems mindset that considers not just copy, but the end-to-end user experience
  • Experience working with design teams
  • A knack for giving and receiving feedback with clarity and empathy
  • Not afraid to ask questions and give ideas
  • Excellent communication skills with people at all levels across different offices
  • Able to work both independently and as part of a team in a fast-paced environment
  • Comfortable with ambiguity, problem solving, managing multiple projects, and prioritization
  • Ability to learn new technology and applications quickly
  • Detail-oriented, consistent, and organized
  • Zeal for collaboration—writing is a team sport!

 

A portfolio of relevant work is required. It should illustrate your experience creating UX content and solving user problems with words. You may show us content you’ve created for user interfaces, microcopy, user education, direct or transactional emails, style guides, or product launch content.

 

At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, 401k, paid holidays and parental leave, and equity compensation.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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