Content Enrichment Specialist
Content Enrichment Specialist
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Job Description
Job Title: Content Enrichment Specialist
Location: Rosemont IL - Remote
Duration: 6 months Contract
Job Description:
- The Content Enrichment Specialist is responsible for enhancing and optimizing customer-facing content to deliver seamless helpful and engaging experiences across digital platforms. From support portals and product pages to chatbots and knowledgebases this role transforms raw or technical information into customer-ready formats that are findable actionable and on-brand.
- The ideal candidate combines editorial precision UX awareness and data-driven thinking to ensure that content not only informs-but also empowers-customers across their journey. This role sits at the intersection of content strategy service design and digital experience partnering with cross-functional teams to elevate how content drives self-service product adoption and brand trust.
Key Responsibilities:
Content Optimization & Enhancement:
- Enrich support articles product FAQs onboarding materials chatbot scripts and in-app messages for clarity tone and usability.
- Add structure formatting and visuals (e.g. icons embedded videos diagrams) to make content more scannable and helpful.
- Write or refine metadata alt text tags summaries and excerpts to improve accessibility and presentation.
Search & Navigation Support
- Improve the discoverability of content within customer portals search engines and AI-powered interfaces.
- Apply consistent tagging taxonomy and categorization strategies aligned with customer intent and journeys.
Governance & Quality Assurance
- Conduct regular audits of customer-facing content to identify gaps overlaps or outdated information.
- Ensure all content adheres to voice & tone guidelines readability standards and legal or compliance requirements.
Cross-Functional Collaboration
- Work closely with CX designers customer support product managers and UX writers to enrich content in context.
- Support chatbot training teams or virtual assistant designers by curating high-impact AI-ready content inputs.
Continuous Improvement & Insights
- Monitor engagement metrics search queries deflection rates and feedback to identify opportunities for enrichment.
- Recommend improvements and test new formats or delivery methods (e.g. video microcontent interactive guides).
Qualification Requirements:
- Bachelors degree in communications Digital Media English UX Writing or a related field.
- 3 years of experience working with customer-facing content in digital platforms support centers or service organizations.
- Proficiency with CMS tools (e.g. Zendesk Guide Salesforce Knowledge WordPress) and content editing platforms.
- Familiarity with SEO accessibility (WCAG) and usability best practices.
- Experience with customer support data (search terms ticket drivers article deflection) is highly desirable.
- Comfort working with content analytics voice-of-customer feedback and cross-channel content strategies.
- Customer-first mindset: Passionate about making content simple helpful and emotionally supportive.
- Detail-driven yet holistic: Strong attention to language and structure while keeping user journeys in mind.
- Collaborative: Skilled at working across disciplines from UX to customer support to product.
- Curious and adaptive: Excited to experiment with new formats tools and technologies like AI automation or personalization engines.
Key Skills:
Content Optimization Digital Platforms CMS Customer Support Data Navigation Support Governance UX Writing Content Analytics.
Employment Type
Full-time
