CS Specialist - Content Strategist
Description
We are looking for a Content Specialist to join the CS Process Improvement team, responsible for ensuring that all customer-facing and operational content is accurate, consistent, and aligned with business and service standards. In this role, you will work closely with stakeholders across Operations, BPO partners, Product, and Support Leadership to create, review, and continuously improve:
Internal and external communications (Beedoo)
Help Center articles and knowledge base content
Zendesk macros used by BPO agents during live customer interactions
The Content Specialist will play a key role in driving efficiency, quality, and customer experience through clear, standardized, and scalable content.
Responsibilities
- Ensure all Help Center content, macros, and internal communications are accurate, consistent, and aligned with business and compliance standards.
- Partner with BPOs and internal support teams to create, maintain and optimize macros and knowledge content that improve agent efficiency and customer experience.
- Identify gaps in documentation and communication flows, contributing to continuous improvement initiatives across support and operations.
- Review and update Zendesk macros to ensure clarity, accuracy, and alignment with current policies and processes.
- Edit and publish Help Center articles based on new product updates, operational changes, or feedback from support teams.
- Draft and review internal communications on internal platforms to support change management initiatives for support agents.
- Collaborate with Operations, BPO leaders, and Process Improvement stakeholders to understand gaps and improvement opportunities.
- Analyze recurring tickets, escalations, and customer feedback to identify content and process improvement needs.
- Track content performance and adoption to ensure materials are being used effectively by frontline teams.
Requirements
- 2+ years of experience in Content, Knowledge Management, Process Improvement, Customer Support Enablement, or related roles
- Bachelor’s degree in Communications, Journalism, Business, Marketing, or a related field (or equivalent experience)
- Fluent English (written and spoken) – mandatory and non-negotiable
- Proven experience creating and managing structured content such as knowledge bases, SOPs, macros, or internal communications
- Strong attention to detail and a high standard for content quality
- Ability to collaborate effectively with multiple stakeholders across Operations, Product, and Support teams
- Experience working in fast-paced, process-driven environments
- Strong organizational and prioritization skills
- Experience working with BPOs or outsourced support models
- Experience with Zendesk, Help Center platforms, or CMS tools
Benefits
- Hybrid way of working - 3 office x 2 home
- Competitive pay and bonus scheme
- Life Insurance
- Private health and dental insurance for you and your family
- Multi sports card
- Monthly Meal Allowance
- Commuting Allowance
- Family Support
- Zenklub
- Developmental 360° feedback framework
- Unlimited access to Udemy & continuous training
- A buddy will support you with your onboarding
