CS Specialist Content Strategist
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Job Location:
Monthly Salary:
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
Lets start with the role
We are looking for a Content Specialist to join the CS Process Improvement team responsible for ensuring that all customer-facing and operational content is accurate consistent and aligned with business and service standards.
In this role you will work closely with stakeholders across Operations BPO partners Product and Support Leadership to create review and continuously improve:
- Internal and external communications (Beedoo)
- Help Center articles and knowledge base content
- Zendesk macros used by BPO agents during live customer interactions
The Content Specialist will play a key role in driving efficiency quality and customer experience through clear standardized and scalable content.
Responsibilities
- Content Governance & Quality: Ensure all Help Center content macros and internal communications are accurate consistent and aligned with business and compliance standards.
- Operational Enablement: Partner with BPOs and internal support teams to create maintain and optimize macros and knowledge content that improve agent efficiency and customer experience.
- Process Improvement Support (Kaizen): Identify gaps in documentation and communication flows contributing to continuous improvement initiatives across support and operations.
- Review and update Zendesk macros to ensure clarity accuracy and alignment with current policies and processes.
- Edit and publish Help Center articles based on new product updates operational changes or feedback from support teams.
- Draft and review internal communications on internal platforms to support change management initiatives for support agents.
- Collaborate with Operations BPO leaders and Process Improvement stakeholders to understand gaps and improvement opportunities.
- Analyze recurring tickets escalations and customer feedback to identify content and process improvement needs.
- Track content performance and adoption to ensure materials are being used effectively by frontline teams.
What you will bring
- Experience: 2 years of experience in Content Knowledge Management Process Improvement Customer Support Enablement or related roles
- Academic Background: Bachelors degree in Communications Journalism Business Marketing or a related field (or equivalent experience)
- Language Skills: Fluent English (written and spoken) mandatory and non-negotiable
- Proven experience creating and managing structured content such as knowledge bases SOPs macros or internal communications
- Strong attention to detail and a high standard for content quality
- Ability to collaborate effectively with multiple stakeholders across Operations Product and Support teams
- Experience working in fast-paced process-driven environments
- Strong organizational and prioritization skills
- Experience working with BPOs or outsourced support models
- Experience with Zendesk Help Center platforms or CMS tools
Kaizen Gaming Perks
- Hybrid way of working - 3 office x 2 home
- Competitive pay and bonus scheme
- Life Insurance
- Private health and dental insurance for you and your family
- Multi sports card
- Monthly Meal Allowance
- Commuting Allowance
- Family Support
- Zenklub
- Developmental 360 feedback framework
- Unlimited access to Udemy & continuous training
- A buddy will support you with your onboarding
- #LI-Hybrid
- #LI-NK1
Required Experience:
IC
Key Skills
- Compliance Management
- Information Management
- Proofreading
- Social Intelligence
- Content Quality
- Factual Information
- Video Packages
- Conduct Interviews
- Records Management
- Creative Content
- Editorials
- News Stories
- Newsgathering
- Content Reviews
About Company
Welcome to Kaizen Gaming, the leading GameTech company in Greece and one of the fastest-growing in Europe. Check out our History, Brands, and Open Positions.
