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Description
StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we're here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.
StubHub is seeking an experienced Sr. Content Writer to write customer-facing support articles, website copy, and communications. In this role, you'll dive deep into customer research to develop content that supports and inspires customers throughout their journey with StubHub. In our fast-paced, collaborative environment, you'll create and iterate content for A/B tests to quantify the content's impact on metrics, including contact deflection and CTR. Additionally, you will identify content gaps to create net-new content that can alleviate customer pain points. This role works cross-functionally with product experts, research teams, and communication leads to provide customers with the right message, in the best tone and format. As one of the first hires on our new and growing customer content team, you will also play a key role in evolving our content strategy around brand voice, modality (video, eLearning, etc), and content placement.
About The Team:
This role will sit within the Global Communications team and will most directly partner with the customer service and customer operations team. The Global Communications team is responsible for how we communicate about the company to customers and internal stakeholders. Our job is to craft the right narratives that support StubHub's mission to become the go-to ticket destination for live events around the world. We work cross-functionally with every function of the business, including Product, Partnerships, Supply, Fulfillment, Customer Support, and Acquisition Marketing to build brand awareness and affinity.
What You'll Do:
What You've Done:
What We Offer:
$105,000 - $115,000 a year
The anticipated gross base annual salary range for this role is $105,000 - $115,000 per year. Actual compensation will vary depending on factors such as a candidate's qualifications, skills, experience, and competencies. Base annual salary is one component of StubHub's total compensation and competitive benefits package, which includes equity, 401(k), paid time off, paid parental leave, and comprehensive health benefits.
About Us
StubHub is the world's leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.
For California Residents: California Job Applicant Privacy Notice found here
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.
StubHub is seeking an experienced Sr. Content Writer to write customer-facing support articles, website copy, and communications. In this role, you'll dive deep into customer research to develop content that supports and inspires customers throughout their journey with StubHub. In our fast-paced, collaborative environment, you'll create and iterate content for A/B tests to quantify the content's impact on metrics, including contact deflection and CTR. Additionally, you will identify content gaps to create net-new content that can alleviate customer pain points. This role works cross-functionally with product experts, research teams, and communication leads to provide customers with the right message, in the best tone and format. As one of the first hires on our new and growing customer content team, you will also play a key role in evolving our content strategy around brand voice, modality (video, eLearning, etc), and content placement.
About The Team:
This role will sit within the Global Communications team and will most directly partner with the customer service and customer operations team. The Global Communications team is responsible for how we communicate about the company to customers and internal stakeholders. Our job is to craft the right narratives that support StubHub's mission to become the go-to ticket destination for live events around the world. We work cross-functionally with every function of the business, including Product, Partnerships, Supply, Fulfillment, Customer Support, and Acquisition Marketing to build brand awareness and affinity.
What You'll Do:
- Write support articles based on qualitative and quantitative customer data. Innovate and test variations of articles to improve tone, structure, and information included.
- Provide ad-hoc copywriting support to stakeholders across the business. Harness your cross-functional visibility to identify and address inconsistent user experiences.
- Conduct research on our customers' journey using our product and opportunities to improve customer experience through content and messaging. Provide strategic recommendations to address root cause issues.
- Improve our editorial process, style guide, and content templates to make our work more efficient.
- Strategize and craft communications for issues management related to customer transactions or events.
- Propose content strategies to increase our content's reach and impact.
- Advocate for the importance of quality content with internal stakeholders. Train and educate stakeholders to work efficiently with our team and to self-serve when possible.
What You've Done:
- 5+ years of professional writing experience; we require a writing portfolio or a minimum of 3 professional writing samples to move candidates forward in the hiring process.
- Experience conducting research and working with subject matter experts. Background in technical writing or journalism, a plus.
- Ability to write compelling communications that drive behaviors or education. Strong instinct for how to best adapt brand voice and tone to address diverse audience needs and subject matter.
- Experience progressing multiple writing projects simultaneously; can effectively prioritize work, remove roadblocks, and escalate as needed.
- Strong verbal and written communication skills. Confident working with stakeholders and influencing project requirements and timelines.
- Highly adaptable and can thrive in a fast-paced, ever-changing environment.
- Experience in marketplace or ecommerce industries, a plus.
- Passionate about the live event space and the opportunity to write content related to live event experience.
- HTML knowledge, a plus.
- Ability to work hybrid 3 days a week in our NYC office in Tribeca.
What We Offer:
- Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
- Top Tier Compensation Package: Enjoy a rewarding compensation package that includes enticing stock incentives, aligning with our commitment to recognizing and valuing your contributions.
- Flexible Time Off: Embrace a healthy work-life balance with unlimited Flex Time Off, providing you the flexibility to manage your schedule and recharge as needed.
- Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package, featuring 401k, and premium Health, Vision, and Dental Insurance options.
- Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere where your professional and personal growth are celebrated.
$105,000 - $115,000 a year
The anticipated gross base annual salary range for this role is $105,000 - $115,000 per year. Actual compensation will vary depending on factors such as a candidate's qualifications, skills, experience, and competencies. Base annual salary is one component of StubHub's total compensation and competitive benefits package, which includes equity, 401(k), paid time off, paid parental leave, and comprehensive health benefits.
About Us
StubHub is the world's leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.
For California Residents: California Job Applicant Privacy Notice found here
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.
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