Roadie

CX Content Specialist

Roadie

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical writingcontent developmentcontent creationprocess mappingworkflow translationcontent auditingknowledge base optimizationcustomer self-serviceKPI managementmacro development
Soft Skills
problem-solvingpatiencepersistencewritten communicationverbal communicationengagementindependenceorganizationprioritizationcollaboration