Heather Smith Email & Phone Number

Windsor, Colorado, United States

• Design, write, edit, test and iterate in-product content, including error messages, placeholder text, confirmation messages, and titles to reduce customer confusion
• Collaborate with product managers, engineers, and designers to research and identify points of friction within product experiences and research potential solutions to improve customer experiences
• Contribute to existing style guide to establish best practices and align teams with consistent formatting across all content
• Train new team members on existing content guidelines and team resources to encourage and enable higher rates of early team success
• Seek feedback from teammates, leadership, mentors, and product experts to refine and iterate UX copy for a successful customer experience
• Analyze product and content data to determine points of weakness or confusion, and present findings and data trends to product owners, SMEs, designers and engineers

• Provided superior customer support to internal employees via chat interface totroubleshoot and resolve customer problems
• Handled multiple projects simultaneously with various deadlines that supportedemployee and customer troubleshooting success
• Updated and maintained internal knowledge base articles related to productsand troubleshooting, ensuring accurate content for employees
• Reviewed and edited knowledge base articles and internal communicationswritten teammates to encourage consistency and clarity
• Partnered with employee development and education teams to highlight keytraining areas for more enhanced training experiences
• Utilized Jira, Confluence, and ServiceNow to manage content development andorganization of content projects

Working with customers looking to expand their intimate wardrobes, while maintaining a professional and courteous atmosphere. Bra shopping does not have to be a drag-make it fun and exciting!