Content Research Manager – Call Center

TechOp Solutions International

Content Research Manager leading the development and maintenance of customer support content. Overseeing a team of analysts and ensuring information accuracy in a remote call center environment.

Posted 6/30/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

TechOp Solutions International is experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager leads the development, maintenance, and continuous improvement of customer support content, knowledge management resources, and content governance processes. This position oversees a team of content analysts while ensuring customer-facing information remains accurate, current, and easily accessible.
**Duties:**
· Lead the research, development, organization, and maintenance of knowledge base content.
· Supervise Content Research Analysts and assign daily work activities.
· Review customer escalations and coordinate research efforts to resolve complex inquiries
· Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies.
· Analyze customer trends and recommend improvements to content, workflows, and business processes.
· Collaborate with subject matter experts to validate and improve customer-facing information.
· Perform additional duties as assigned

Requirements

What you’ll need

- Bachelor's degree from an accredited institution.
- Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments.
- Experience with CRM and knowledge management platforms preferred.
- Excellent leadership, communication, organizational, and stakeholder management skills.
- Must meet security eligibility requirements.

Benefits

Comp & perks

TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Content GovernanceKnowledge Base DevelopmentContent AnalysisWorkflow ImprovementResearch Coordination

Soft Skills

LeadershipCommunicationOrganizational Skills