CX Content Specialist

🕒 June 17

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

✍️ Content Marketing Manager

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Roadie

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🍽️ Food & Beverage

🏥 Healthcare

🏗️ Construction

Food & Beverage • Healthcare • Construction

Roadie is a crowdsourced delivery platform that provides local same-day delivery across the United States. As a UPS company since 2021, it offers reliable delivery solutions with a network of 200,000 drivers, enabling efficient last-mile shipping for various industries like retail, e-commerce, and healthcare. Roadie's services include handling deliveries for bulky items, returns processing, and providing delivery solutions for a wide range of industries including airline luggage, grocery, and construction supplies. Their platform supports streamlined delivery operations with real-time tracking, 24/7/365 availability, and seamless API integration, making Roadie an ideal solution for businesses looking to improve their logistics and delivery capabilities.

📋 Description

• Create and refine CX content that aligns with Roadie’s voice and style, ensuring clarity, consistency, usability, and strong customer self-service outcomes • Regularly audit internal and external Salesforce content for accuracy and relevance, partnering with the CX Enablement team to analyze user behavior, address content gaps, and improve resources • Translate process maps and workflows provided by CX Operations Specialists into clear, digestible guides for CX team members • Partner with Product and Marketing teams to stay current on feature rollouts, enhancements, and campaigns, ensuring CX teams are equipped with the most up-to-date resources and messaging • Work with the Legal team to secure necessary approvals for external-facing content • Prioritize and organize incoming content requests based on scope, urgency, and deadlines • Ensure efficient and timely completion of deliverables based on KPIs set by the Content & Instructional Design Manager • Develop and maintain CX team macros to ensure standardized, brand-aligned communication across customer interactions • Deliver and manage internal communications for CX teams across communication channels. • Optimize the knowledge base’s search experience by staying current on Salesforce features and capabilities. • Provide regular updates to CX Enablement leadership regarding help center performance, content initiatives, and identified opportunities for knowledge improvement.

🎯 Requirements

• Bachelor's degree in English, Communication, Technical Writing or a related field • 2+ years of experience in technical writing or content development and creation • Experience with content management systems and knowledge bases, Salesforce strongly preferred • Ability to quickly grasp technical knowledge and convey relevant information in an engaging manner • Tenacity for problem-solving with exceptional patience and persistence • Excellent written and verbal communication skills, with an ability to communicate technical concepts to a nontechnical audience • Ability to produce digestible, searchable, accessible content for a variety of audiences • Self-starter and ability to work independently

🏖️ Benefits

• Competitive total rewards package • 100% company-paid health insurance for yourself • 401(k) with company match • Tuition & student loan repayment assistance- yes, we’ll contribute directly to your student loans! • Remote-first 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 given extra time to unplug, rest, and explore • The technology you need to get the job done