As a content manager, I collaborated with engineers, marketing, and support forum agents to create easy-to-understand, search-optimized content to cut down on support forum requests. I also developed training materials in collaboration with community managers to help volunteers write and translate content. I scaled Mozilla’s knowledge base from four products to twelve products while making it easier for customers to find help articles. I defined which articles to promote by release date, partner campaigns, popularity, and anticipated issues.
My roles
- Technical Writer
- Information Architect
- Content Strategist
- Web Copywriter
- UX Copywriter