About Ascendion :
Ascendion is a full-service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next.
Ascendion | Engineering to elevate life
We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:
Build the coolest tech for world’s leading brands
Solve complex problems - and learn new skills
Experience the power of transforming digital engineering for Fortune 500 clients
Master your craft with leading training programs and hands-on experience
Experience a community of change makers!
Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.
Title: Content Editor 2
Location: Hybrid/Redmond, WA
Typical Day in the Role
Purpose of the Team: The team supports our Player Care organization by delivering player-facing support experiences, including help content and self-service resources that guide users through gameplay issues, account management, and technical troubleshooting.
Key projects: This role will contribute to the creation and maintenance of help site content, including supporting new feature and game launches, ensuring launch readiness, and delivering clear, accessible self-service materials (e.g., troubleshooting guides, error code references, and account support workflows).
Review overnight support ticket trends and flag help articles needing updates ahead of an upcoming patch
Sync with Release Management to align on content deliverables for an upcoming launch
Write and publish player FAQs from the content backlog
Check in with the Support team to review whether a recent content change impacted deflection rates
Queue tomorrow's publishing schedule and flag the onboarding section for an overdue audit
Candidate Requirements
- Best vs. Average: The ideal resume would contain experience in gaming vs other types of help centers.
Job Description
Content Management & Editorial.
Own the end-to-end lifecycle of help site content, from creation and publication through maintenance and retirement.
Write, edit, and maintain high-quality help articles, FAQs, and support documentation that are clear, accurate, and on brand.
Partner with Release Management to ensure patch notes, update pages, and product change content are reflected accurately and on time in the help site.
Collaborate with the Support team to identify content gaps driven by player questions and ticket trends.
Maintain a consistent voice, tone, and formatting standard across all help content.
Content Structure & Discoverability.
Own the information architecture of the help site, ensuring content is logically organized and easy to navigate.
Establish and maintain tagging, taxonomy, and metadata standards that support player search and discovery.
Conduct regular content audits to identify outdated, redundant, or underperforming content and action improvements.
Ensure content is structured, tagged, and written to support AI-assisted discovery, search, and automation workflows, with an understanding of how content quality directly impacts the effectiveness of AI-powered support experiences.
Operations & Governance
Manage the content calendar and intake process for help site requests across teams.
Define and maintain workflows for content review, approval, and publishing.
Track and report on content performance metrics including search effectiveness, deflection rates, and player engagement.
Support localization efforts for help content across regions, ensuring accuracy and cultural appropriateness.
Required Qualifications:
experience in program management, digital content publishing and management, or experience in a writing or editing role OR equivalent experience.
Preferred Qualifications:
Experience in content management, technical writing, or a related field, ideally in gaming or a similarly fast-paced consumer environment
Proven experience owning and managing a help center or support content platform at scale
Strong writing and editing skills with a clear, concise, player-friendly voice
Solid understanding of SEO fundamentals, content discoverability, and help site best practices
Experience working cross-functionally with Support, Product, and Release teams
Familiarity with help center platforms such as Zendesk Guide or similar CMS tools
Comfortable working independently in a contract capacity, managing priorities and deadlines with minimal oversight
Familiarity with localization workflows is a plus
Familiarity with AI-assisted support tools such as virtual assistants or chatbots, and an understanding of how structured help content feeds and improves those experiences, is a plus.
What is the ideal background of a candidate for this role
They've spent their career at the intersection of content and player experience, and they know what good help content looks like because they've built it.
They've owned a help center or support content platform before, ideally in gaming or another fast-paced consumer environment, and they understand the operational reality of keeping content accurate and current across in line with a changing release schedule.
They're as comfortable in a CMS as they are in a cross-functional meeting, and they know how to work with Support, Product, and Release teams to get the right information published at the right time.
They think in systems, not just pages, and they've got the audits, taxonomies, and governance frameworks to prove it.
Familiarity with SEO best practices, content performance metrics, and AI-assisted support tools is a plus, but above all, they care deeply about the player on the other side of the screen and the role clarity plays in their experience.
Top 3 Must-Have HARD Skills
Hands-on ownership of a help center or support content platform, including writing, publishing, maintaining, and auditing content at scale.
Building and managing taxonomies, metadata standards, review workflows, and content structures that support discoverability and consistency across a large content library.
Applying SEO fundamentals and web analytics to optimize content structure, track performance metrics like deflection and engagement, and translate data into actionable improvements.
Salary Range: $1,04,000 - 1,07,000 Annually -Factors that may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: [medical insurance] [dental insurance] [vision insurance] [401(k) retirement plan] [long-term disability insurance [short-term disability insurance] [5 personal days accrued each calendar year. The Paid time off benefits meet the paid sick and safe time laws that pertain to the City/ State] [10-15 days of paid vacation time] [6 paid holidays and 1 floating holiday per calendar year]
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