Our Purpose

Scheduling isn’t simply filling shifts. It’s finding the sweet spot that enables businesses to grow and team members to enjoy the perfect work/life balance.

At Planday from Xero, we aim to use Agentic AI to build a future where managers seamlessly can free up invaluable time for their business and teams. We’re not just building software; we’re on a mission to make shift work more human, to change work/life balance from a luxury to a reality for all shift workers. We’re using advanced technology to help humans reach their full potential. At work and in life.

Founded in 2004, Planday is headquartered in Copenhagen, Denmark and helps create perfect schedules for hundreds of thousands of users across the world. Planday was acquired by Xero in 2021.

How you’ll make an impact and succeed

As the Content Lead, you will make Planday easy for customers while scaling our ability to support them by:

• Leading the continuous implementation and execution of our written content strategy in the CX team, ensuring efficiency, excellence, timeliness and adherence to business objectives in our written content creation, while also influencing our content strategy.

• Crafting new and updating existing help articles with pervasive excellence, accuracy and efficiency, leading our CX content creators by example through your expertise.

• Managing both internal and external stakeholders in DS, Support, Onboarding, Product, Marketing and other departments, ensuring content requirements are clear, expectations are managed, and relationships nurtured.

• Managing written content operations, ensuring excellence in our Help Centre operability and UX, and implementing efficiency and quality improvements throughout the written content creation process.
  

What you’ll do

• Prioritise, delegate, coordinate, quality control and oversee written content creation while onboarding, developing and coaching CX content creators.
  

• Optimise the written content customer experience through both Fin and the Help Centre, adapting article types, formatting and formulations to Fin sourcing requirements, while maintaining a smooth, human-friendly article reading experience.

• Transform complex product functionality into straightforward help articles that both explain the business value of utilising features and step-by-step instructions on how to use them.

• Collaborate with external stakeholders, primarily in Product Management and Product Marketing, to refine content requirements by gaining a precise understanding of product functionality changes and their customer value, impact and release plan, including markets, plans and sizes.

• Collaborate with Digital Support team members to refine content requirements for Fin initiatives such as Email Fin, Fin Procedures and Swedish Fin, and to incorporate video tutorials within help articles.

• Implement efficiency gains through AI and other means across our written content creation processes and systems, allowing us to fill content gaps on existing features and create content for new features as efficiently and effectively as possible, while maintaining or improving content quality.

• Implement UX and performance improvements to Planday’s Help Centre Help.planday.com, by optimising its design, and architecture, and by resolving potential technical issues.
  

What you’ll bring with you

Critical competencies

Technical:

• Project management - Applies fundamental project management skills to drive progress. Collaborates with internal and external stakeholders to achieve common and team goals, and welcomes stakeholder feedback. Communicates effectively in writing and verbally to align expectations.

• AI and systems proficiency - Understands fundamental aspects of both internal and customer facing AI tools and systems, and operates them comfortably. Applies AI and system knowledge to increase task efficiency, scale support and improve the customer experience.

• Time management - Manages time effectively to meet routine deadlines. Balances multiple tasks with moderate complexity. Seeks feedback on improving time management skills.

• Analytical thinking - Applies fundamental analytical skills to moderately complex data. Uses critical thinking in routine tasks, solving straightforward problems and evaluates information independently. Applies team objectives in the prioritisation of tasks.

• Content creation proficiency - Possesses advanced writing and composing skills. Produces high-quality written content with conciseness and clarity. Ensures accuracy in article details and a seamless dynamic of article, collection and Help Center elements.

Functional:

• Customer Focus - Probes beyond the obvious in order to learn the many factors guiding customers’ choices. Probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations.

• Uses Good Judgement - Proficient in making timely decisions aligned with immediate goals.

• Drives Results - Regularly exceeds work objectives; finds ways to deliver results more quickly or to a higher-quality standard. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude. Demonstrates tenacity when faced with unpleasant or routine tasks; completes them promptly and successfully.

• Manages Ambiguity - Quickly and confidently enlists the expertise of multiple stakeholders to shed light on unclear situations. Asks questions to anticipate new priorities and adjusts easily when they arise. Finds novel ways to make swift and steady progress, even when details are unknown. Welcomes change and helps others contend with the uncertainty it brings.

• Be Curious - Actively seeks out new learning opportunities to enhance skills.

This position description is intended merely as a guideline of the responsibilities involved in the position. The employee is expected to perform any other duties as reasonably required by their manager.