Katie Lee
Summary
Content specialist building internal and external knowledge bases for Product Support advocates. Experienced in managing scalable content programs, keeping content up-to-date on fast-paced product launch timelines. Excellent at collaborating with cross-functional stakeholders to execute complex projects.
Overview
4
4
years of professional experience
Work History
Content Specialist
Cash App
04.2023 - Current
- Manages internal Product knowledge base for over 5k global Support advocates serving ~175k customers monthly
- Developed a new knowledge management framework by auditing Cash App's content library including 47 knowledge base articles, 210 macros, and external 43 customer-facing articles
- Executes ~5 product launch content projects quarterly by closely collaborating with Learning and Development, Product, and Customer Operations stakeholders
Associate Editor
Coinbase
06.2022 - 01.2023
- Improved article helpfulness rating by 35% through implementing new knowledge management best practices within internal knowledge base
- Increased support change management documentation viewership by ~65% by implementing rich content
- Collaborated across Learning and Development, Product, and Global Localization teams managing ~100 JIRA tickets quarterly
Content Writer
Coinbase
03.2022 - 06.2022
- Managed library of 200+ Support articles by developing content style guide and writing articles daily
- Built net-new Coinbase NFT Help Center by writing ~40 self-service articles, achieving a 95% positive customer rating
- Reduced article publishing time by 80% through utilizing automation tools
Communications Manager
Hatch
05.2020 - 09.2021
- Developed content program strategy for early-stage technology startup, producing ~40 net new articles quarterly
- Wrote external communications featured in 20+ news outlets, including ABC and NBC
- Managed a team of four writers to write educational and Support content
Education
Bachelor of Arts - English Language & Literature
Columbia University, Barnard College
Skills
- Content Program Strategy
- Professional Writing
- Content Management Systems Expertise
- JIRA Proficiency
- Project Management
Certification
- Technical Writing for Accessibility - Google, 2023
Timeline
Content Specialist
Cash App
04.2023 - Current
Associate Editor
Coinbase
06.2022 - 01.2023
Content Writer
Coinbase
03.2022 - 06.2022
Communications Manager
Hatch
05.2020 - 09.2021
Bachelor of Arts - English Language & Literature
Columbia University, Barnard College
- Technical Writing for Accessibility - Google, 2023
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