ABOUT

As a Technical Writer at Deezer, I tested and wrote documentation for iOS, Android and desktop app users who wanted to learn more about our product. I worked closely with translation/localisation and Deezer Community teams as well as Product Managers. I also helped support Community Managers on our English forum during peak periods.

IMPACT
As a content project manager, I organised and coordinated documentation in 5 additional languages (FR, DE, ES, PT-BR, TR and AR) for our global users. During my time at Deezer, I helped raise the company's score to #1 for external documentation. Our website is 25 points above the CS helpdesk benchmark, achieving a score of 92% for quality, accuracy and being up-to-date (an ongoing challenge in a moving space).

-Rewrote the entire Deezer Support helpdesk in 9 months (150+ articles).
-Additionally, I designed and launched UTM banners to help increase registrations:
*Deezer Free banner had over 20% conversion
*Overall visitors to the helpdesk increased by 45% from new SEO keywords in French and English
*Deezer HiFi landing page experienced a 71% increase in SEO and new imagery