Content Lead Tamara 

What you ll do

• Content Creation: Work with the Content Specialists to develop and create various types of customer & partner support content, including knowledge base articles, FAQs, troubleshooting guides, tutorials, and other resources that help customers & partners find answers to their questions and solutions to their problems.
• Content Management: Organize, categorize, and maintain the customer & partner support content library to ensure easy accessibility and navigation for support agents. Implement a version control system to track updates and revisions.
• Content Strategy: Develop a content strategy aligned with the company's customer & partner support objectives, ensuring that the content addresses common customer & partner issues and aligns with the company's brand voice and tone.
• Collaboration: Work closely with subject matter experts, product managers, and customer & partner support teams to gather information and insights necessary to create accurate and effective support content.
• Quality Assurance: Regularly review and update existing support content to ensure accuracy, relevance, and completeness. Conduct periodic content audits to identify content gaps and areas for improvement.
• Content Distribution: Determine the most appropriate channels for disseminating support content to customers & partners, support agents, and other stakeholders. This may include the company's website, knowledge base platform, chat support, email responses, etc.
• Content Performance Tracking: Monitor key performance metrics related to the effectiveness of support content, such as search query success rates, article views, and customer & partner satisfaction.
• Continuous Improvement: Proactively identify opportunities to enhance customer & partner support content, user experience, and internal processes to drive greater efficiency and customer & partner satisfaction.

What you bring to the team:

• Previous experience in content management, technical writing, or a similar role within a customer or partner support or technical support environment.
• Exceptional writing and editing skills, with the ability to communicate complex information in a clear and concise manner.
• Excellent organizational and project management skills, with the ability to prioritize tasks and meet deadlines.Collaborative and team-oriented mindset, able to work effectively with cross-functional teams.