The Opportunity 🚀
We are seeking a CX - Content Analyst to support the execution and maintenance of our global knowledge ecosystem. In this role, you will ensure internal and external knowledge bases are accurate, up-to-date, and optimized for customer self-service and agent efficiency. You will work closely with cross-functional teams to translate complex processes into clear, digestible content.
You will be a key player in shaping our AI-driven support strategy, ensuring that our automated tools deliver precise, high-quality responses based on a perfectly structured knowledge architecture. This is an ideal role for a detail-oriented professional who enjoys managing content workflows, leveraging technology, and using insights to improve the overall customer experience.
Key Responsibilities 🛠️
Content Lifecycle Management: Draft, review, and maintain internal and external content, ensuring consistency in voice, tone, and language across all platforms.
Workflow Execution: Follow and help refine established workflows for content creation and distribution to ensure timely delivery of information.
AI & Automation Training: Architect and optimize content taxonomies specifically designed for AI ingestion, improving the accuracy of automated responses and reducing LLM hallucinations through high-quality documentation.
Content Quality Assurance: Conduct regular audits of existing documentation to identify gaps, outdated information, or opportunities for enhancement.
Data Monitoring & Insights: Track and report on content performance metrics (via Looker/Zendesk), including usage and user feedback, to provide actionable insights for continuous improvement.
Cross-Functional Coordination: Collaborate with Product, Legal, and Tech teams to identify content needs for new releases, ensuring alignment with operational goals.