CX Content Specialist

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

📋 Description

• Develop and enhance CX content that reflects Roadie’s voice and style, ensuring clarity, consistency, usability, and effective customer self-service outcomes.

• Conduct regular audits of both internal and external Salesforce content for accuracy and relevance, collaborating with the CX Enablement team to analyze user behavior, address content gaps, and enhance resources.

• Convert process maps and workflows from CX Operations Specialists into clear, easily digestible guides for CX team members.

• Collaborate with Product and Marketing teams to remain informed about feature rollouts, enhancements, and campaigns, ensuring CX teams have the latest resources and messaging.

• Work alongside the Legal team to obtain necessary approvals for content intended for external audiences.

• Prioritize and organize incoming content requests based on their scope, urgency, and deadlines.

• Ensure the efficient and timely completion of deliverables in accordance with KPIs established by the Content & Instructional Design Manager.

• Create and maintain CX team macros to guarantee standardized, brand-consistent communication across customer interactions.

• Manage and deliver internal communications for CX teams across various communication channels.

• Enhance the search experience of the knowledge base by staying updated on Salesforce features and capabilities.

• Provide regular updates to CX Enablement leadership regarding help center performance, content initiatives, and opportunities for knowledge improvement.

⛳️ Requirements

• A Bachelor's degree in English, Communication, Technical Writing, or a related field.

• Over 2 years of experience in technical writing or content development and creation.

• Familiarity with content management systems and knowledge bases, with a strong preference for Salesforce experience.

• Capacity to quickly grasp technical information and convey it engagingly.

• Determination for problem-solving with outstanding patience and persistence.

• Excellent written and verbal communication skills, with the ability to explain technical concepts to a non-technical audience.

• Capability to produce clear, searchable, and accessible content for diverse audiences.

• A self-starter with the ability to work independently.

🏝️ Benefits

• Competitive total rewards package.

• 100% company-paid health insurance for yourself.

• 401(k) with company match.

• Tuition and student loan repayment assistance—yes, we’ll contribute directly to your student loans!

• Remote-first work environment.

• Unlimited PTO.

• Inclusive family leave policy that supports all new parents.

• Paid Wellness Days in addition to company holidays.

• Monthly WFH stipend.

• Paid sabbatical leave—tenured Roadies are provided extra time to unplug, rest, and explore.

• The technology needed to perform your job efficiently.