CS Specialist - Content Strategist

Let’s start with the role

In this role, you will work closely with stakeholders across Operations, BPO partners, Product, and Support Leadership to create, review, and continuously improve:

• Internal and external communications (Beedoo)
• Help Center articles and knowledge base content
• Zendesk macros used by BPO agents during live customer interactions

The Content Specialist will play a key role in driving efficiency, quality, and customer experience through clear, standardized, and scalable content.

• Content Governance & Quality: Ensure all Help Center content, macros, and internal communications are accurate, consistent, and aligned with business and compliance standards.
• Operational Enablement: Partner with BPOs and internal support teams to create, maintain and optimize macros and knowledge content that improve agent efficiency and customer experience.
• Process Improvement Support (Kaizen): Identify gaps in documentation and communication flows, contributing to continuous improvement initiatives across support and operations.
• Review and update Zendesk macros to ensure clarity, accuracy, and alignment with current policies and processes.
• Edit and publish Help Center articles based on new product updates, operational changes, or feedback from support teams.
• Draft and review internal communications on internal platforms to support change management initiatives for support agents.
• Collaborate with Operations, BPO leaders, and Process Improvement stakeholders to understand gaps and improvement opportunities.
• Analyze recurring tickets, escalations, and customer feedback to identify content and process improvement needs.
• Track content performance and adoption to ensure materials are being used effectively by frontline teams.

What you will bring

• Experience: 2+ years of experience in Content, Knowledge Management, Process Improvement, Customer Support Enablement, or related roles
• Academic Background: Bachelor’s degree in Communications, Journalism, Business, Marketing, or a related field (or equivalent experience)
• Language Skills: Fluent English (written and spoken) – mandatory and non-negotiable
• Proven experience creating and managing structured content such as knowledge bases, SOPs, macros, or internal communications
• Strong attention to detail and a high standard for content quality
• Ability to collaborate effectively with multiple stakeholders across Operations, Product, and Support teams
• Experience working in fast-paced, process-driven environments
• Strong organizational and prioritization skills
• Experience working with BPOs or outsourced support models
• Experience with Zendesk, Help Center platforms, or CMS tools