Content Research Manager – Call Center

This is a fully remote position, open to applicants in United States.

📋 Description

• TechOp Solutions International is seeking an experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager is responsible for leading the development, maintenance, and ongoing enhancement of customer support content, knowledge management resources, and content governance processes. This role supervises a team of content analysts while ensuring that customer-facing information is accurate, up-to-date, and easily accessible.

• Duties:

• Lead the research, development, organization, and upkeep of knowledge base content.

• Oversee Content Research Analysts and delegate daily work assignments.

• Review customer escalations and coordinate research initiatives to address complex inquiries.

• Assess system enhancements and provide input on CRM, knowledge management, and customer service technologies.

• Analyze customer trends and suggest improvements to content, workflows, and business processes.

• Collaborate with subject matter experts to confirm and enhance customer-facing information.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree from an accredited institution.

• At least six (6) years of experience in knowledge management, content development, customer support, or similar operational settings.

• Experience with CRM and knowledge management platforms is preferred.

• Exceptional leadership, communication, organizational, and stakeholder management skills.

• Must fulfill security eligibility requirements.

🏝️ Benefits

• TechOp Solutions is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws.