Customer Service Content Specialist

Do you thrive in fast-moving environments where your writing directly helps others succeed

Are you excited by the opportunity to influence how teams and AI tools deliver outstanding customer service across the globe

If youre someone who loves crafting clear purposeful content and wants to make a difference in both customer and agent experience wed love to hear from you.

This role will be predominantly remote with the expectation of in-office collaboration 1x/month in our Charlottesville office. Candidates therefore should live in a reasonable distance to the office.

What Youll Do

• Own and manage content across three major domains: internal knowledge base customer-facing support content and training resources.

• Review maintain and improve knowledge articles used by agents and customersensuring clarity accuracy and strategic alignment.

• Partner with cross-functional teams (Training QA Analytics) to optimize content across channels and workflows.

• Support continuous improvement through audits and feedback loops with a focus on increasing satisfaction and reducing contact volume.

• Collaborate to align internal documentation with CFA Institutes AI tools enhancing generative model performance with structured curated content.

• Assist in coordinating development opportunities for GCC agents through collaborative content projects during quieter operational periods.

What Were Looking For

• 1-2 years of proven experience writing or maintaining content that supports customer service such as knowledge base articles SOPs training manuals or FAQs.

• Prior work in a contact center customer care or similar service-related field (minimum 1 year preferred) with the content experience.

• Familiarity with CRM platforms (Salesforce Service Cloud a plus).

• Excellent writing and communication skills with a professional yet approachable tone.

• Self-starter comfortable with ambiguityable to prioritize and manage workload independently.

• Strong attention to detail and commitment to consistent quality content.

• Experience with or interest in using AI-powered tools (not required but encouraged).

• Ability to work cross-functionally and support both structured audits and ad-hoc improvements.

Why Join Us

• Be part of a high-performing collaborative team that is leading innovation in AI-supported customer care.

• See your work make a measurable impact on agent performance and customer satisfaction.

• Contribute your voice to broader organizational change through content strategy and operational feedback.

• Join a team that values experimentation agility and empowering others.

• Work with leaders who invest in development diversity of thought and cross-functional learning.

• Flexible work environment with opportunities to expand into other roles and departments in future.

At CFA Institute we are committed to transparency and equity in our hiring process. In compliance with wage transparency laws in many of the jurisdictions in which we recruit we provide the following information regarding compensation for this position:

Expected salary range: 69000- 73000 USD per year.

All salary ranges are subject to adjustment based on experience education and other factors relevant to the position. Other benefits include eligibility for annual incentives 12%/ 401K pension employer contribution and competitive medical benefits.

About CFA Institute

CFA Institute are the global leader in investment excellence and ethics. With nearly 200000 charterholders across 160 markets we drive professional growth ethical behavior and better markets. We care about our employees well-being offering industry-leading benefits like:

• Comprehensive health coverage for you and your family

• Generous leave and time off

• Competitive retirement plans

• Flexible work options

• Wellness education and support programs

If you feel this opportunity could be the next step in your career we encourage you to click Apply and complete our three-minute application.

Be part of a team committed to putting investors first and growing economies. Follow us @CFAInstitute on LinkedIn and X.

Important Message: Your application must clearly demonstrate how you meet the requirements as CFA Institute cannot make assumptions about your education experience or location. We thank all those who apply. Only those selected for further consideration will be contacted.

We are an Equal Opportunity Employer. CFA Institute prohibits both discrimination and harassment with regard to all identifying characteristics: any individual employee group of employees or prospective employee on the basis of race color national origin citizenship or immigration status religion creed or belief age marital or partnership status marital or family status care giver status pregnancy and maternity sexual and other reproductive health decisions physical abilities/qualities disability sexual orientation gender gender identity or expression predisposing genetic characteristic military or veteran status status as a victim or witness of domestic violence or sex offense or stalking unemployment status infectious disease carrier status migrant worker status educational background socio-economic status geographic location and culture or any other basis protected by applicable law. This policy impacts all aspects of employment including but not limited to recruitment hiring compensation training development promotion demotion layoff recall furlough transfer leave of absence and dismissal. This is a global policy that applies to all CFA Institute employees regardless of location.

If due to a disability or current medical condition you need an accommodation or assistance to complete a job application you can request one at any stage of the recruitment process. Please send an email to noting the accommodations or assistance you are requesting. Please do not include any medical or health information in this email. We will review your request and contact you to discuss the possible options and arrangements. We will try our best to provide you with an accommodation or assistance that meets your needs and respects your preferences.

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