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Roadie is a prominent logistics and delivery platform, operating as a subsidiary of UPS. The company excels in addressing modern retail's complexities, providing unparalleled delivery coverage and flexibility across the United States. With a reach extending to 97% of U.S. households, Roadie services over 30,000 zip codes, whether in urban centers or rural areas. Their fleet comprises more than 310,000 independent drivers, facilitating various delivery solutions including same-day delivery of bulky items and ship-from-store logistics.
The position of CX Content Specialist is vital to the success of Roadie's Customer Experience (CX) efforts. In this role, you will be responsible for delivering and managing high-quality content that is essential for the CX team, other company stakeholders, and customers. Your work will involve numerous collaborations across departments, ensuring that the content adheres to brand guidelines and meets strategic business objectives.
In this role, you will engage in a variety of tasks that centralize around content development and management:
Content Creation and Refinement: You'll craft CX content that aligns with Roadie’s unique voice and style, focusing on clarity and usability. This ensures users understand how to self-serve effectively.
Content Audits: Continually review and audit both internal and external content within Salesforce to ensure its accuracy and relevance.
Translation of Workflow: You'll be tasked with translating operational workflows from CX Operations into user-friendly guides for team members.
Collaboration with Departments: You will liaise with the Product and Marketing teams to stay updated on new feature releases and marketing campaigns.
Legal Approval: Work with the Legal department to secure necessary content approvals before publication.
Content Prioritization: Organize and prioritize incoming content requests based on various criteria such as urgency and deadlines.
Performance Monitoring: Be accountable for tracking content performance through established key performance indicators (KPIs).
Macro Development: Develop standardized macros for CX communication, ensuring brand consistency across customer interactions.
Knowledge Base Optimization: Continuously improve the search experience in the knowledge base by leveraging Salesforce capabilities.
Leadership Updates: Provide leadership in CX Enablement with regular updates on content initiatives and knowledge improvements.
To be a successful candidate for the CX Content Specialist position, you should possess the following:
A Bachelor's degree in English, Communication, Technical Writing, or a related field.
At least two years of experience in technical writing or content development.
Familiarity with content management systems; experience with Salesforce is strongly preferred.
A proven ability to grasp complex technical concepts and present them engagingly to diverse audiences.
Strong problem-solving skills, complemented by patience and persistence.
Exceptional written and verbal communication skills, especially in conveying complex ideas.
Self-motivation and the capability to function independently in remote setups.
Roadie provides a competitive compensation package, highlighted by the following benefits:
100% coverage of health insurance premiums for employees.
A 401k plan that includes a company match.
Tuition assistance and a student loan repayment program that directly contributes to employee student loans.
Flexible work schedules, including unlimited paid time off (PTO).
Monthly 3-day weekends encouraging work-life balance.
Access to a monthly work-from-home stipend to support remote work needs.
Paid sabbatical leave for tenured employees to take time off for personal rejuvenation.
Provision of necessary technology and tools to complete job responsibilities effectively.
The CX Content Specialist role at Roadie presents an exciting opportunity for professionals keen on engaging in diverse content management tasks while enhancing customer experiences. The remote nature of this position paired with Roadie’s emphasis on flexibility, comprehensive benefits, and organizational growth creates an attractive career option for job seekers.
Overall, Roadie not only champions effective logistics solutions but also invests significantly in its workforce, making it a forward-thinking employer in today's digital landscape.
This job offer was originally published on remotive.com
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
