Tech Stack

Description

You will ensure customer-facing and operational content is accurate, consistent, and aligned with business standards. You'll create and improve Help Center articles, Zendesk macros, and internal communications, collaborating with Operations, BPO partners, and Product teams to drive efficiency and enhance customer experience.

Requirements

• 2+ years in Content, Knowledge Management, Process Improvement, or Customer Support Enablement
• Bachelor's degree in Communications, Journalism, Business, Marketing, or equivalent
• Fluent English (mandatory)
• Proven experience creating structured content like knowledge bases, SOPs, or macros
• Strong attention to detail and collaboration skills

Responsibilities

• Ensure Help Center content, macros, and internal communications are accurate and aligned with compliance standards
• Partner with BPOs and support teams to create and optimize macros and knowledge content for agent efficiency
• Identify gaps in documentation and communication flows, contributing to continuous improvement
• Review and update Zendesk macros for clarity and policy alignment
• Edit and publish Help Center articles based on product updates and feedback