Content Designer

We’re at an inflection point in customer support, where generative AI is shaking up an entire industry, for the people providing customer support, the people operating those teams, and the people receiving support. Assembled is looking for our first Content Designer to join the product team, reporting to our Head of User Experience. In this role, you will partner with customer-facing teams along with designers, engineers, and product managers to build a consistent, clarifying vocabulary for our products, to redefine and scale how we explain and document our products to our customers (and to each other), and to shape all manner of text-based experiences, whether generated by AI or not.

Responsibilities

• Be an expert in the capabilities of our products and their business value: work closely with teams across Assembled to build up exhaustive knowledge of how our product works and why it matters from a customer’s perspective, as well as the wider customer support and workforce management landscape.

• Build a product taxonomy: organize and maintain the system of words we use to describe concepts and capabilities in our products, improving clarity and consistency, particularly in metrics and reporting. Act as a consultant in the product design and development lifecycle to draft new terminology that builds on our existing product and industry vocabulary, and structure our product in ways that make sense to our users and customers.

• Organize and scale technical documentation: partner with customer and product teams to create structure and process for how we write and maintain documentation that has an impact on user learning.

• Maintain the style guide for UX and technical content, voice, and tone: cultivate how we use language to create compelling experiences throughout our products.

• Create a vision for new systems for customer onboarding and support: design and organize how we help customers understand our product better, be it through onboarding materials, documentation, or AI-backed conversational interfaces.

About you

• 4+ years experience in content design or UX writing experience for business software, including writing for a product experience, and crafting content strategy and style guides for product. Better yet if you have prior startup experience.

• Technically curious: you are skilled at asking questions, auditing features, and doing hands-on research to learn about complex domains and user needs. You’re excited to put generative AI technology to work wherever it makes sense. (Healthy skepticism is ok too!)

• Opinionated and ambitious about UX: you’re determined to build great experiences with whatever tools make sense, and you’re driven above all by user needs and customer impact. Language is your primary tool, but you have ideas and opinions about information architecture, product, and design more broadly.

• Adept at distilling complexity through words: you know how to use language to simplify and clarify complex ideas — to turn chaos into order.

• Self-motivated, pragmatic and collaborative: you know how to prioritize, preferring progress and impact over perfection. You work constructively with colleagues without getting stuck waiting for input.

Valued but not required

• Visual design skills and/or experience using Figma or other collaborative design tools

• Front-end coding skills and/or experience contributing directly to a codebase, using version control systems like git

• Experience and ideas on the role of content design in a larger product design system

• Experience in customer support and/or workforce management