CX Content Specialist

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

📋 Description

• Develop and enhance customer experience (CX) content that reflects Roadie’s tone and style.

• Review both internal and external Salesforce content for precision and relevance.

• Examine user interactions, identify content deficiencies, and collaborate with the CX Enablement team to enhance resources.

• Convert process maps and workflows into clear, actionable guides for CX team members.

• Collaborate with Product and Marketing teams on feature launches, updates, campaigns, and resource enhancements.

• Secure Legal approvals for all external-facing content.

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

• Deliver outputs in accordance with the KPIs established by the Content & Instructional Design Manager.

• Create and sustain CX team macros.

• Oversee internal communications across various channels.

• Enhance the knowledge base search experience utilizing Salesforce features and capabilities.

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

⛳️ Requirements

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

• A minimum of 2 years of experience in technical writing or content development.

• Familiarity with content management systems and knowledge bases; experience with Salesforce is highly preferred.

• Ability to quickly understand technical information and present it engagingly.

• Strong problem-solving skills with remarkable patience and perseverance.

• Superior written and verbal communication abilities, capable of explaining technical concepts to a non-technical audience.

• Skill in generating clear, searchable, and accessible content for diverse audiences.

• Self-motivated with the capability to work independently.

• Candidates must be authorized to work for any employer in the U.S.; this position does not qualify for visa sponsorship.

🏝️ Benefits

• Competitive total rewards package.

• 100% company-paid health insurance for you.

• 401(k) plan with company matching.

• Assistance with tuition and student loan repayment.

• Remote-first work environment.

• Unlimited paid time off (PTO).

• Inclusive family leave policy supporting all new parents.

• Paid Wellness Days in addition to company holidays.

• Monthly work-from-home stipend.

• Paid sabbatical leave.

• The necessary technology to perform your job effectively.