Digital Content Writer - Consumer Care North America

Open to remote work except in South Dakota, Vermont and West Virginia.

The annual base salary for this position ranges from $62,200.00 in our lowest geographic market to $139,200.00 in our highest geographic market. Actual salary will vary based on a candidate's location, qualifications, skills and experience.

Information about benefits can be found here.

Nike’s North America Consumer Care team is passionate about creating opportunities to deliver outstanding consumer experiences. Consumer Care members are on the front-line, working as part of a dynamic team focused on building unbreakable bonds with Athletes*! With a continuous focus on “getting the win” for all consumers, the CC Team is organized, nimble, able to effectively prioritize, and passionate about using their understanding of the consumer journey to create and preserve lasting brand loyalty.

Who are we looking for

As a North America Digital Content Creator, you’ll support the world’s most iconic athletic brand by arming our consumer care teams with the knowledge they need to help consumers get the most out of their Nike experience! This role will be part of a flexible, fast-moving culture made up of versatile teammates who prize collaboration, but who also have the individual confidence to take on complex independent projects. We need a skilled writer who can explain complex tasks in simple terms and use the correct voice. The ability to create content in different mediums – video editing, filming, graphic design, and deck building are included in your daily duties.

What will you work on

Our Digital Content Creator will be involved in many different projects. This person will research, write and edit digital content targeted at internal consumer care audiences. Collaborating with internal partners on content needs, based on product and business developments across the company will be required. You’ll handle existing content and be on call to make timely updates when needed for our front-line support. Our writer will continually respond to internal feedback on content, make updates to existing content, or craft new content when appropriate.

The right candidate will need to adapt to different learning styles and the modern functionality of videos as references. Video filming, ability to edit, and build new and exciting ways to engage our front-line support and Athletes is an exciting part of this role.

A typical day consists of updating current content and procedures, creating new posts to notify athletes of current events, determining how to appropriately handle consumer questions with suggested verbiage, and attending cross-functional meetings to make sure we’re as informed as possible for the Athlete and consumer experience.

Who will you work with

You will have close relationships with our Call Center Leadership and Athletes as well as our WHQ Leadership/Athletes – providing key information for accelerating our sales and voice of consumer growth. Connection to Global Content Teams will be essential as well to ensure content is consistent globally. Training, Quality Assurance, Service Experience, NA/Global Training, and the Elite Service Team will be everyday partners.

What you bring

• Bachelors degree in Journalism, English, Marketing or Communications or equivalent combination of relevant education, experience and training
• Minimum of 2 years of professional experience in content creation, copywriting or journalism; experience in a customer service contact center or in other customer service roles a plus.
• Experience writing for a brand, along with a deep understanding of applying brand voice.
• Experience serving clients or customers and adept at relationship-building. You’ll need to understand a service-based approach and possess the ability to maintain composure in tense situations, as well as the capacity to empathize with others.
• Experience working with tight deadlines and the ability to coordinate and prioritize projects to make sure concurrent projects are finished on time.
• Outstanding grammar and experience with copyediting.
• The ability to maintain discretion with sensitive information and to display sound judgment.