Customer Experience Knowledge Content Manager
Customer Experience Knowledge Content Manager
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Job Description
Who we are
Lightricks an AIfirst company is revolutionising how visual content is created. With a mission to bridge the gap between imagination and creation Lightricks is dedicated to bringing cuttingedge technology to the creative and business spaces. Our AI photo and video generation models which power our apps and platforms including Facetune Photoleap Videoleap and LTX Studio allow creators and brands to leverage the latest research breakthroughs offering endless control over their creative potential. Our influencer marketing platform Popular Pays gives creators the ability to monetise their work and offers brands opportunities to scale their content through tailored creator partnerships.
We are seeking an experienced solutionsoriented CX Content Specialist to join the Customer Experience team in our Londonbased office supporting the team with all its content related requirements. Among other things this will include creating and maintaining SEO content for our userfacing Help Centre and developing a comprehensive internal knowledge base for our CX team. Your work will directly impact how users engage with Lightricks products while supporting our mission to consistently deliver exceptional support.
This position offers the opportunity to combine technical writing userfocused communication and SEO expertise to craft impactful content in a dynamic fastpaced tech environment contributing to projects and initiatives that shape an exceptional seamless experience for our users.
What you will be doing:
Reporting to the CX Product Team Lead based in Lightricks London office. Your daytoday tasks will include:
User Help Centre Content
- Write and maintain SEOoptimised articles for our user Help Centre including FAQs howto guides troubleshooting content and feature documentation.
- Conduct keyword research to ensure articles are discoverable and align with user search intent.
- Collaborate with our Product and Marketing teams to ensure accuracy and consistency in userfacing content.
- Use analytics tools (e.g. Google Analytics Zendesk Analytics) to monitor content performance and make datadriven updates to enhance the user experience.
- Implement user feedback to continuously enhance content relevance and effectiveness.
Internal Knowledge Base
- Develop and maintain a structured internal knowledge base for the CX team providing clear organised documentation on workflows product details and troubleshooting processes as well as training materials.
- Ensure all content is easily accessible regularly updated and aligned with team needs.
CrossFunctional Collaboration
- Work closely with the Product teams to stay updated on new features and releases translating technical information into userfriendly content.
- Collaborate with our Marketing team to align Help Center content with broader content strategies and campaigns.
Special Projects
Participate in special projects as and when required providing regular progress updates to CX Leads and the Director of CX.
Customer Experience Advocacy
Serve as a knowledgeable representative of the CX team championing the user voice within our company and enhancing the overall customer experience.
Your skills and experience
- Minimum 1 years experience in a content writing role with particular experience in SEO writing preferably in a tech or SaaS environment.
- Strong understanding of SEO principles including keyword research meta tags and onpage optimisation.
- Ability to write clear concise and engaging content tailored to different audiences (B2B and B2C).
- Working knowledge of HTML/CSS.
- Proficiency in working with Content Management Systems such as Zendesk Guide Salesforce Knowledge or Intercom.
- Analytical mindset with the ability to assess content performance using tools like Google Analytics.
- Strong understanding of SEO tools such as SEMrush Ahrefs or Google Keyword Planner.
- Collaboration & Initiative: Exceptional collaboration and communication skills with a proactive approach to crossfunctional teamwork.
- Familiarity with AIdriven tools and platforms a bonus
- Passion for empowering users and internal teams with impactful usercentric content a bonus
Benefits
- Stock Options.
- Private Medical Insurance (Optical & Dental cover) including your loved ones.
- Life Assurance.
- 3000p/a Transport Allowance.
- 750p/a allowance for Wellbeing & Professional Development.
- Free onsite lunches coffee breakfast & snacks.
- Pension Contributions 7.
- Holiday 25 days).
- Seasonal & Anniversary Vouchers.
- Hybrid & Flexible working.
- Central London office space.
- Enhanced Parental Leave.
- Cycletowork Scheme.
- Season Ticket Loan.
- Volunteering Opportunities.
- Frequent social activities awaydays happy hours team building yoga creative workshops.
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Required Experience:
Manager
Employment Type
Full Time
