Content Manager - Customer Experience

Content Creation: Work with the Content Specialists to develop and create various types of customer support content, including knowledge base articles, FAQs, troubleshooting guides, tutorials, and other resources that help customers find answers to their questions and solutions to their problems.

Content Management: Organize, categorize, and maintain the customer support content library to ensure easy accessibility and navigation for support agents. Implement a version control system to track updates and revisions.

Content Strategy: Develop a content strategy aligned with the company's customer support objectives, ensuring that the content addresses common customer issues and aligns with the company's brand voice and tone.

Collaboration: Work closely with subject matter experts, product managers, and customer support teams to gather information and insights necessary to create accurate and effective support content.

Quality Assurance: Regularly review and update existing support content to ensure accuracy, relevance, and completeness. Conduct periodic content audits to identify content gaps and areas for improvement.

Content Distribution: Determine the most appropriate channels for disseminating support content to customers, support agents, and other stakeholders. This may include the company's website, knowledge base platform, chat support, email responses, etc.

Content Performance Tracking: Monitor key performance metrics related to the effectiveness of support content, such as search query success rates, article views, and customer satisfaction.

Continuous Improvement: Proactively identify opportunities to enhance customer support content, user experience, and internal processes to drive greater efficiency and customer satisfaction.