Tech Stack

Description

You will maintain and write agent-facing content for internal knowledge platforms, elaborate workflows, and distill complex concepts into clear communications. You'll collaborate with cross-functional teams to optimize content using data and AI-powered tools.

Requirements

• 5+ years of experience in technical writing or relevant experience
• Excellent writing, editing, and proofreading skills
• Ability to work autonomously in a fast-paced environment
• Proven ability to think like a customer and understand agent behavior
• In-depth knowledge of customer service and contact center operations
• Demonstrated capacity for critical thinking and analysis in complex projects
• Familiarity with project management methodologies and tools
• Ability to engage and influence cross-functional consensus and collaboration
• BA/BS degree or equivalent practical experience
• Experience working with shared service organizations such as Training, QA, PMO

Responsibilities

• Maintain, write, and review single-source-of-truth content for internal knowledge platforms
• Elaborate workflows to include structured process steps, including system and tool instructions
• Create reusable content and ensure work instructions meet content standards
• Distill complex concepts into clear, easy-to-understand communications and develop communication strategies
• Triage and maintain content and workflow feedback across the organization
• Build and maintain strong relationships with CS Operations, Partners, Training, Quality, Business Process, and Planning teams
• Leverage data insights to identify content gaps and drive continuous optimization
• Explore and apply AI-powered tools to enhance content quality and efficiency