CX Content Analyst

The Opportunity

We are seeking a CX - Content Analyst to support the execution and maintenance of our global knowledge this role you will ensure internal and external knowledge bases are accurate up-to-date and optimized for customer self-service and agent efficiency. You will work closely with cross-functional teams to translate complex processes into clear digestible content.

You will be a key player in shaping our AI-driven support strategy ensuring that our automated tools deliver precise high-quality responses based on a perfectly structured knowledge architecture. This is an ideal role for a detail-oriented professional who enjoys managing content workflows leveraging technology and using insights to improve the overall customer experience.

Key Responsibilities

• Content Lifecycle Management: Draft review and maintain internal and external content ensuring consistency in voice tone and language across all platforms.

• Workflow Execution: Follow and help refine established workflows for content creation and distribution to ensure timely delivery of information.

• AI & Automation Training: Architect and optimize content taxonomies specifically designed for AI ingestion improving the accuracy of automated responses and reducing LLM hallucinations through high-quality documentation.

• Content Quality Assurance: Conduct regular audits of existing documentation to identify gaps outdated information or opportunities for enhancement.

• Data Monitoring & Insights: Track and report on content performance metrics (via Looker/Zendesk) including usage and user feedback to provide actionable insights for continuous improvement.

• Cross-Functional Coordination: Collaborate with Product Legal and Tech teams to identify content needs for new releases ensuring alignment with operational goals.

Qualifications :

Heres What Were Looking For

• Experience: 3 years in Content Management Technical Writing or a related support operations role.

• Information Architecture: Proven ability to structure complex information logically. Experience with Knowledge-Centered Service (KCS) methodologies is a significant advantage.

• Tool Proficiency: Expertise in Zendesk (or similar CRM/KB platforms); familiarity with AI & automation-powered support tools is a plus.

• Analytical Mindset: Ability to use data (Looker) and user feedback to inform content updates and quality improvements.

• Communication: Strong written and verbal communication skills with a focus on clarity and user-centricity.

Additional Information :

What We Offer:

• Competitive compensation
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program
• Work with brilliant people that will keep you on your toes learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health Wellness) with Global FlyMates
• Be a meaningful part in our success - every FlyMate makes an impact
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in
• Digital Disconnect Days!
• Great Talent & Development Programs

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager Peers on the team the VP of the department and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your go-to person for any questions.

Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices and diversity and inclusion at the core of our people agenda we believe our FlyMates are our greatest asset and were excited to watch our unique culture evolve with each new hire.

Flywire is an equal opportunity employer.

#LI-Hybrid

Remote Work :

No

Employment Type :

Full-time