CX Content Writer

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Anywhere 🌎
Full Time
Opening date
Closing date
7 Mar 2022
GOAT is looking for a Content Writer for its Customer Experience team who will be responsible for developing our customer support information and communication. They will own a broad range of content, including help articles, standard operating procedures, and process updates. This person will work cross-functionally with training and leadership to develop clear documentation as well as support day-to-day upkeep of our knowledge base content.
Reporting to the CX Sr. Manager, the Content Writer is critical to the success of the Customer Experience team by being the voice of our brand and ensuring the delivery of a premier service experience. This individual will be accountable for creating all internal communication and updates. The role requires a high degree of cross-functional interaction and demands excellent writing skills. The ideal candidate is a person who is proactive, driven, thorough and thrives in a fast-paced environment.

In this role you will:

  • Strategize and collaborate with product and creative teams to create and deliver clear knowledge base articles for both agents and customers
  • Adopt brand voice and write within the tone of our brand
  • Create new customer facing macros, enabling agents to quickly respond to customer inquiries
  • Update and maintain library of macro responses
  • Partner with the training team to help implement various training initiatives across CX
  • Clearly document new and existing processes across the CX organization
  • Quickly create communication for service issues to be shared within CX
  • Oversee the development of new training material content including knowledge base articles, supporting documentation and guides to ensure they are in alignment with the voice of our brand
  • Consistently look to improve the CX Representative communication with our customers through collaboration across the department

We are looking for:

  • Demonstrated ability to prioritize and work on multiple projects concurrently, with confidence to multi-task and delegate as required while still adhering to process
  • Excellent written and verbal communication skills
  • Proficient with grammar and proofreading
  • Prior experience in a fast-paced startup or e-commerce company is ideal
  • Proficiency in Google Suite and Microsoft Office
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