Knowledge Base Strategist for Player Experience

Role Summary
The Content Strategist for Player Experience is responsible for optimizing Help Center content to enhance user experience and increase self-service success. By leveraging data insights and player feedback, this role ensures support articles are accurate, accessible, and effective. Key tasks include analyzing content performance, identifying gaps, creating and editing FAQs, collaborating with stakeholders, and maintaining content systems to empower players in resolving issues independently.

Key Responsibilities:
Analyze Content Performance:

• Monitor and interpret key metrics (e.g., page views, bounce rates, search queries) to assess the effectiveness of Help Center articles and identify areas for improvement

Identify and Address Content Gaps:

• Use data and player feedback to pinpoint missing or unclear information, ensuring comprehensive coverage of player needs

Edit and Create FAQs:

• Draft, edit, and maintain high-quality FAQ articles, aligning with the overall FAQ strategy and collaborating closely with Player Engagement (PE) leads

Collaborate with Stakeholders:

• Work with PE leads and other relevant teams to ensure content accuracy, consistency, and alignment with player support goals

Optimize User Experience:

• Ensure all Help Center content is easy to find, understand, and use, with a focus on accessibility and player empowerment

Reporting and Presentation:

• Prepare regular reports on content performance and present actionable insights and recommendations to stakeholders

Maintain Content Management Systems:

• Utilize CMS (Sprinklr or HS) and analytics tools to manage, update, and track Help Center content efficiently

Requirements
Experience

• 2 to 4 years experience in content strategy, technical writing, knowledge base management, or instructional design
• Experience working with Help Centers, FAQs, or Knowledge Base platforms is a strong plus
• Background in gaming, customer support, player experience, instructional design or UX writing is advantageous

Nice to Have

• Strong analytical and presentation skills; able to translate content performance data into actionable insights for stakeholders
• Familiarity with analytics tools (e.g., Google Analytics, CMS dashboards)

Skills

• Strong writing and editing skills with a focus on user experience
• Proficiency in content management systems (e.g., Sprinklr, Helpshift, etc.)
• Ability to interpret user behavior data (bounce rates, search queries, page views)
• Excellent collaboration and stakeholder management skills

Tools & Platforms

• Experience with tools like: CRMs, Sprinklr, Helpshift, etc
• Documentation: Google Workspace

Soft Skills

• Detail-oriented and organized
• Analytical mindset with a user-first approach
• Strong communication and presentation skills
• Able to collaborate effectively with cross-functional teams

Education

• Bachelor's degree in a relevant field is preferred
• Alternatively, undergraduates with at least 2 years of experience in a similar content strategy, player experience, or instructional design role may also be considered

Benefits
What do we offer?
Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits:

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy

Phases of our recruitment journey (steps may interchange depending on need):

• You send us your application with your updated resume
• After reviewing your candidacy, we invite you to our online language assessment to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Note that our language test is an integral part of the recruitment process and requires mastery in C1-C2 level language proficiency, with English at B2 level or higher. Check your inbox to find the test invitation and keep your phone close
• Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated. Please take into consideration that our certified language assessors evaluate a huge volume of language tests on a daily basis. Talent Acquisition will send an update via email once the results are available
• If you successfully pass the test - we'll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It's a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply. That would be it from us - now we are waiting for your move

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Hybrid