We are looking for someone who is hands on and can hit the ground running. You have experience of customer support operations, and preferably a first-hand understanding of the agent’s experience. You are comfortable with agile ways of working, and testing something that is only 90% finished.

About your responsibilities.

• • Create a global standard for agent-facing content in the knowledge base (work instructions, process flows & self-learning material)
  • Identify opportunities for content improvements in the existing knowledge base to drive customer experience
  • Review and establish global standards for canned responses for selected issues
  • Collaborate with operational teams to streamline content operations globally
  • Contribute to discussions on the standard process for new content creation, prioritization framework
  • Identify tooling improvement opportunities and collaborate with cross-functional teams to operationalise the tooling improvements
  • Improve how we communicate with our customers through canned responses and email templates.

About what you’ll need.

• • At least 2-4 years of experience in content writing and/or content operations at scale
  • Experience in Customer support operations
  • Passion for content writing, understanding of brand voice and how it’s reflected in the customer service content
  • Ability to create simple and digestible content from complex processes
  • Ability to proactively prioritize, manage and complete multiple projects within time constraints and with strong attention to detail
  • Agile project management experience
  • Exceptional English writing skills