Katherine Arathoon Email & Phone Number

New York, Ny

I lead a team of 10 writers and manage a knowledge base with 800+ customer-facing guides, plus a chatbot and several smaller knowledge bases. Our focus on keeping our help content both accurate and comprehensive has made it a "source of truth" for employees and our customers.

New York, Ny

Accomplishments in this role:- Managed a team of 8 writers. During my tenure as Sr TL, 5 were promoted and 7 received internal awards for excellence- Planned, communicated, and implemented a team restructure, including adding a new team lead - Streamlined many internal processes to improve efficiency- Infused a data-driven approach to content strategy, including auditing guides by contact rates and balancing writer workloads- Partnered with designers, engineers, and localization stakeholders to improve the Help Center user experience, fix translation issues, and advocate for writer needs- Received the CustOps Spotlight award in Q4 2021. An excerpt from the award announcement: "Katie constantly operates above expected capacity, using her creativity, drive for excellence, and empathy to gently push her team to grow and thrive."

New York, Ny

Accomplishments:- Grew the KB team from 3 to 7 writers- Transitioned the team to weekly sprints and optimized our sprint processes- Edited all new guides and major guide revisions- Led a substantial overhaul of the KB to incorporate Squarespace 7.1, while continuing to support Squarespace 7.0 at the same high standard- Overhauled the team wiki to provide all help content writers with better resources- Joined the Global Recognition Group, a group of team leads that celebrates outstanding contributors across the Customer Operations department- Developed a system for analyzing workloads based on ticket data- Created a kickoff process for quarterly goals- Led the team through the shift to WFH due to Covid-19

New York, Ny

Accomplishments:- Developed all customer-facing documentation for the launch of our Email Campaigns product- Led the team through a major restructuring of our platform's navigation, which affected most guides in our KB- Created an action plan for updating the entire knowledge base for the launch of Squarespace 7.1- Wrote our SEO checklist, which is consistently our second-most viewed guide and has an approval rating of 96% (as of Nov 2020)- Led a project to revise outdated UI in the Squarespace 5 platform- Helped onboard new Product Managers who'd be working on templates- Published the Template comparison charts and Site launch checklist guides, both of which had been top Advisor requests for years- Worked with stakeholders in multiple departments to audit and revise all SEO guides- Developed our content strategy for discontinued features

New York, Ny

Accomplishments:- Wrote and updated customer-facing guides on our help site, with a focus on templates and images- Overhauled the Squarespace 5 help center, including writing or fully revising 183 guides - Developed our content strategy around template terminology- Collaborated with QA, Product Support, and other stakeholders to create timely resources for new product launches- Delivered feedback to teammates through peer reviews- Worked with the Brand Marketing team to develop front site copy, including writing new blurbs for 93 templates in the template store- Received the Q4 2016 CustOps Spotlight award. An excerpt from the award announcement: “Katie is a content machine. Her work style in three adjectives: Ownership, Autonomy, Meticulousness. Katie practically acts as a Product Manager for all of the content she’s responsible for... She identifies areas for improvement and proactively implements changes herself. She delivers all work on time and is a great collaborator with her QA and Product Solutions counterparts.”--My team and department are very proud of the exceptional care we provide customers. Here are some of the Stevie awards we've won during my time at Squarespace:- 2015 Bronze - Customer Service Department of the Year- 2016 Silver - Customer Service Department of the Year- 2017 Bronze - Customer Service Department of the Year- 2017 Bronze - Customer Service Team of the Year: Content & Community (my team!)- 2018 Silver - Customer Service Department of the Year- 2022 Silver - Customer Service Department of the Year- 2023 Silver - Customer Service Department of the Year

Brooklyn

- Requested and reviewed hundreds of queries and manuscripts- Provided editorial feedback on client manuscripts and prepared and managed submission packages- Negotiated subsidiary contracts, including permission requests totaling more than $22k and a $25k 3-book audio deal

Ba, English

Certification In Web Development