About RivianRivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.
As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.
Role SummaryMarketing is at the forefront of how we create intuitive, innovative, and memorable moments for the Rivian community. We strive to understand and predict our customers' needs, behaviors, and emotions. We gather insights that inform our experiential design, physical spaces, and the digital tools that come together to shape every customer interaction with our brand.
As a Senior Support Content Writer, Customer Knowledge, you’ll author customer-facing content for Rivian’s Knowledge Base, web content for our online Support Center, copy for customer-facing communications, and talking points to support our Field Teams as they engage our community.
You’ll be challenged to distill complex updates into language that’s informative, engaging and aligned with our brand voice and ethos. Our writing should meet customers where they are and draw them deeper into the Rivian community. Decisions are made and deployed rapidly at Rivian, and this role requires an individual comfortable with fast-paced, high volume writing requests.
If launching new customer experiences, products, and markets sounds energizing, read on!
Responsibilities- Write customer-facing copy and support content that spans Rivian's internal Knowledge Base, online Support Center, and customer communications
- Create talking points, scripts, and SOPs that support Rivian vehicle pre-sales, operations, transactions, sales enablement, owner experience, and other critical customer education needsIntegrate deeply into Rivian’s communications channels, collaborating with subject matter experts, approval groups, and communications team partners
- Continuously “walk the store” of our customer experiences, flag gaps, and propose updates to agent guidance to help drive clarity in support of our community
- Overcommunicate – looking up, down, and sideways for which partner teams may be impacted by knowledge updates on product, purchasing process, and brand – and building proactive roll out plans to ensure all customer-facing teams have visibility
- Champion clarity and drive rigor through our program partners to ensure we have internal alignment on knowledge content needs and timelines
- Leverage Rivian’s “voice of customer” data to predict and rapidly develop content that supports customers’ purchasing decisions and ownership experience
- Learn our business operations, transaction flows, and purchasing process, and be able to translate them into easily digestible customer-facing copy
Qualifications- 5+ years of high volume, fast-paced copy/ support content writing experience
- Excellent communication skills, both verbal and written
- Experience distilling technical products and processes into simple, digestible bits of communication
- Experience working across multiple subject matter experts and approval groups
- Experience managing multiple parallel content projects of varying scope, scale, and complexity
- Excellent time management and organizational skills
- Relentless curiosity (we can’t provide clarity we don’t ourselves possess). Be ready to become an expert on anything our customers want to know!
- Experience with Knowledge Management systems a plus
- Experience creating educational or training content a plus
- EV, tech, and/or startup experience a plus
Pay DisclosureSalary Range for California Based Applicants: $78,700 to $98,400 (actual compensation will be determined based on experience, location, and other factors permitted by law).
Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time and part-time employees, their spouse or domestic partner, and children up to age 26. Full Time Employee coverage is effective on the first day of employment. Part-Time employee coverage is effective the first of the month following 90 days of employment.
Equal Opportunity
Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.
Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [email protected].
Candidate Data Privacy
Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.
Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services.
Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.
Please note that we are currently not accepting applications from third party application services.
