[Remote] CX Content Specialist

Note: The job is a remote job and is open to candidates in USA. Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail. As a CX Content Specialist, you will develop, organize, and maintain high-quality content that supports the Customer Experience team and ensures a seamless customer experience.ResponsibilitiesCreate and refine CX content that aligns with Roadie’s voice and style, ensuring clarity, consistency, usability, and strong customer self-service outcomesRegularly 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 resourcesTranslate process maps and workflows provided by CX Operations Specialists into clear, digestible guides for CX team membersPartner 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 messagingWork with the Legal team to secure necessary approvals for external-facing contentPrioritize and organize incoming content requests based on scope, urgency, and deadlinesEnsure efficient and timely completion of deliverables based on KPIs set by the Content & Instructional Design ManagerDevelop and maintain CX team macros to ensure standardized, brand-aligned communication across customer interactionsDeliver and manage internal communications for CX teams across communication channelsOptimize the knowledge base’s search experience by staying current on Salesforce features and capabilitiesProvide regular updates to CX Enablement leadership regarding help center performance, content initiatives, and identified opportunities for knowledge improvementSkillsBachelor's degree in English, Communication, Technical Writing or a related field2+ years of experience in technical writing or content development and creationExperience with content management systems and knowledge bases, Salesforce strongly preferredAbility to quickly grasp technical knowledge and convey relevant information in an engaging mannerTenacity for problem-solving with exceptional patience and persistenceExcellent written and verbal communication skills, with an ability to communicate technical concepts to a nontechnical audienceAbility to produce digestible, searchable, accessible content for a variety of audiencesSelf-starter and ability to work independentlyBenefitsCompetitive total rewards package100% company-paid health insurance for yourself401(k) with company matchTuition & student loan repayment assistance- yes, we’ll contribute directly to your student loans!Remote-first environmentUnlimited PTOInclusive family leave policy that supports all new parentsPaid Wellness Days in addition to Company holidaysMonthly WFH stipendPaid sabbatical leave- tenured Roadies are given extra time to unplug, rest, and exploreThe technology you need to get the job doneCompany OverviewRoadie puts unused space in passenger vehicles to work by connecting people with items to send with drivers heading in the right direction. It was founded in 2014, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is https://www.roadie.com/.