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Customer Experience Content Analyst

FlywireValència
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

What We Are Looking For Experience: Over 3 years in Content Management, Technical Writing, or a related support operations role. Information Architecture: Demonstrated ability to logically structure complex information. Familiarity with Knowledge-Centered Service (KCS) methodologies is highly advantageous. Tool Proficiency: Expertise in Zendesk (or similar CRM/KB platforms); knowledge of AI & automation-driven support tools is a plus. Analytical Mindset: Competence in leveraging data (via Looker) and user feedback to drive content updates and quality enhancements. Communication Skills: Exceptional written and verbal communication skills focusing on clarity and user-centricity.

About the job

Exciting Career Opportunity

We are on the lookout for a passionate Customer Experience (CX) Content Analyst to enhance our global knowledge ecosystem. In this pivotal role, you will ensure that both our internal and external knowledge bases remain accurate, current, and optimized for seamless customer self-service and agent efficiency. Collaborating with diverse teams, your mission will be to translate intricate processes into clear, engaging content.

Play a Crucial Role in Our AI-Driven Support Strategy by ensuring that our automated tools provide precise, high-quality responses based on a meticulously structured knowledge architecture. This role is perfect for detail-oriented professionals who thrive in managing content workflows, harnessing technology, and utilizing insights to elevate the overall customer experience.

Key Responsibilities

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

  • Workflow Execution: Adhere to and help refine established workflows for content creation and distribution, ensuring that information is delivered in a timely manner.

  • AI & Automation Training: Architect and optimize content taxonomies specifically for AI ingestion, enhancing automated response accuracy and minimizing LLM hallucinations through high-quality documentation.

  • Content Quality Assurance: Conduct regular audits of existing documentation to pinpoint gaps, outdated information, or areas for enhancement.

  • Data Monitoring & Insights: Track and analyze content performance metrics (using 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 objectives.

About Flywire

Join a Journey with Flywire!At Flywire, passion, excitement, and global collaboration are at the heart of what it means to be a FlyMate. We are dedicated to simplifying the world’s most important and complex payments. Leveraging our Flywire Advantage—a blend of our state-of-the-art payments platform, proprietary payment network, and industry-specific software—we empower our clients to receive payments effortlessly while ensuring their customers can pay with ease, regardless of their location. Are you the missing piece we need to become truly unstoppable?About Us:Flywire is a global payments enablement and software company, founded a decade ago to address high-stakes, high-value payments in education through modern technology. Today, we have digitized payments for over 3,300 global clients across education, healthcare, travel & B2B, spanning more than 240 countries and territories.

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