Tech Stack

Description

This role is central to delivering a luxury customer experience by creating clear, engaging content for both member services agents and members. You'll develop training materials, agent knowledge resources, and member help content, collaborating with operations and training teams to ensure accuracy, timeliness, and alignment with luxury brand standards.

Requirements

• Strong writing and editing skills with ability to adapt tone for agents and luxury consumers
• 3-5 years experience in content creation, communications, knowledge management, or training
• Proficiency with content creation tools (Gemini, LM Notebook, Canva, Loom, etc.)
• Experience optimizing content for AI-driven tools
• Bachelor's degree in communications, marketing, education, or related field

Responsibilities

• Design and maintain training materials for customer service agents
• Own and maintain agent-facing knowledge base articles and standard operating procedures
• Create and update member-facing help content such as articles, FAQs, and policy explanations
• Support internal communications and engagement initiatives within Member Services
• Establish content standards, templates, and best practices across training and service content