Job#: 3034589
Job Description:
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.
Typical Day in the Role
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
• Purpose of the Team: The team supports Microsoft’s 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).
Candidate Requirements
• Best vs. Average: The ideal resume would contain experience in gaming vs other types of help centers
• Required Candidate Preparation:
We're looking for a Senior Content Manager to own the strategy, quality, and day-to-day management of our help site, which is a critical destination for players navigating our games. The person in this role will have a direct impact on how millions of players find accurate, clear, and up-to-date information when they need it most, so they can get back to building.
This is a senior individual contributor role embedded within our Player Care team, working closely with Release Management, Support, Product, and Creative teams to ensure help content is ready at launch and continuously optimized in the weeks that follow. From coordinating pre-launch content reviews to analyzing post-launch support trends and closing content gaps that drive player confusion, this role sits at the intersection of content craft and operational readiness.
The right candidate is an experienced content practitioner who brings equal parts editorial craft and operational discipline, managing a high volume of content across a fast-moving release cadence while continuously improving the structure and discoverability of the help experience.
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
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details.
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.
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