Communications & Content Support Specialist

Purpose of Job

The Customer Communications & Content Specialist is responsible for developing, managing, and maintaining clear, effective, and engaging customer-facing communications and support content. This role ensures that customers receive timely and accurate information through various channels, including emails, notifications, FAQs, and knowledge base articles. Additionally, the specialist plays a key role in maintaining the Customer Service Wiki (CS Wiki), updating content using HTML, CSS, and Media Wiki to ensure accuracy, usability, and accessibility.

Beyond content management, this role actively supports frontline customer service teams by assisting agents with inquiries, responding to customer contacts when needed, and ensuring internal teams have the resources they need to provide excellent service. The specialist collaborates closely with product, operations, and support teams to streamline communication, improve self-service options, and drive continuous improvement in customer interactions.

Job Description

• Create, review, and distribute customer-facing communications, including emails, notifications, and service updates, ensuring clarity, consistency, and professionalism.
• Draft and manage proactive communication strategies to enhance the customer experience and reduce inbound inquiries.
• Assist in drafting and distributing real-time customer communications during major incidents or service disruptions.
• Develop and maintain customer support materials, such as FAQs, knowledge base articles, user guides, and instructional content.
• Regularly audit and update content to ensure accuracy and relevance as products, services, or policies evolve.
• Collaborate with internal teams to gather information and ensure content is aligned with business goals and customer needs
• Assist in developing internal knowledge base articles, agent scripts, and training materials to support customer service teams.
• Prepare internal newsletters or updates to keep customer service representatives informed about new policies, procedures, and service changes.
• Gather feedback from customer service agents to continuously improve knowledge resources and training content.
• Regularly update and maintain the Customer Service Wiki to ensure agents have access to the latest policies, troubleshooting steps, and best practices.
• Format and structure wiki content using HTML, CSS, and Media Wiki for improved readability and usability.
• Implement hyperlinks, tables, collapsible sections, and other HTML elements to enhance content organization and navigation
• Work closely with customer service, product, marketing, and operations teams to align customer communication strategies with business objectives.
• Analyze customer inquiries and feedback to identify trends and improve content strategies, reducing the volume of support requests.
• Actively participate in quality improvement initiatives aimed at enhancing customer service delivery and operational efficiency.
• Monitor communication effectiveness, gather customer feedback, and refine messaging to improve clarity and engagement.
• Share insights and recommendations with management to drive continuous improvement efforts within the call center.
• Respond to customer inquiries when needed, particularly during high-demand periods or escalations.
  
  

Job Requirements

The Customer Communications & Content Specialist is responsible for developing, managing, and maintaining clear, effective, and engaging customer-facing communications and support content. This role ensures that customers receive timely and accurate information through various channels, including emails, notifications, FAQs, and knowledge base articles. Additionally, the specialist plays a key role in maintaining the Customer Service Wiki (CS Wiki), updating content using HTML, CSS, and Media Wiki to ensure accuracy, usability, and accessibility.

Beyond content management, this role actively supports frontline customer service teams by assisting agents with inquiries, responding to customer contacts when needed, and ensuring internal teams have the resources they need to provide excellent service. The specialist collaborates closely with product, operations, and support teams to streamline communication, improve self-service options, and drive continuous improvement in customer interactions.

Essential Mental & Physical Function

N/A

Supervisor Responsibilities

None

Language Skills

Work Environment

Call Center environment

Travel Requirements

N/A