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Content Quality Assurance: Conduct regular audits of existing documentation to pinpoint gaps, outdated information, or areas for enhancement.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