Content Writer

About the Role:

We are seeking a dynamic and experienced Content Writer for the Customer Experience organization. The content writer plays a pivotal role in influencing/delivering exceptional customer experiences across various touchpoints. From Help Center articles to chatbot scripts, agent responses, error screens, video scripts, and IVR prompts, the scope of the writer spans all formats of support content.

Key Responsibilities:

Content Strategy and Execution:

• Be the POC for the business unit, align and deliver top quality content to fulfill the org goals
• Develop and implement a cohesive content strategy for support materials across formats (Help Center, chatbot, agent scripts, video, IVR, etc.).
• Ensure consistency with brand voice, tone, and guidelines while catering to diverse customer needs.
• Create content designed for customer education, helping users understand and maximize the value of products and services

Stakeholder Management:

• Collaborate with cross-functional teams (e.g.Product, Design, Strategy) to understand business requirements and align content deliverables.
• Manage expectations and communicate effectively with leadership and stakeholders.

Customer-Centric Approach:

• Leverage insights from the customer support journey to craft content that addresses pain points and enhances the user experience.
• Advocate for the customers’ perspective in all content decisions.

Data-Driven Decision Making:

• Analyze content performance metrics to identify trends and areas for improvement.
• Use data insights to refine strategies and address problem statements effectively.

Required Qualifications:

• Minimum 2 years of experience in a content writer role. Preferably in a customer support or CX environment.
• Strong understanding of content management systems (CMS) and tools.
• Analytical skills with the ability to interpret data and identify actionable insights.
• Exceptional communication and stakeholder management skills.
• Experience working in a horizontal or matrixed organizational structure.
• Familiarity with customer support tools and platforms.