CX Content Specialist

Company: Roadie, a UPS company

Position Overview: Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs. With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door.

As a CX Content Specialist, you will play a critical role in developing, organizing, and maintaining high-quality internal and external content that supports the Customer Experience (CX) team, our customers, and cross-functional partners. You will work closely with Training, Quality, and Operations teams, as well as collaborate with Product, Marketing, and Legal stakeholders to ensure content is accurate, consistent, and aligned with brand standards. You will be responsible for managing content requests, maintaining our knowledge bases, and ensuring content enables CX teams to deliver a seamless customer experience.

Responsibilities:

• 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.

Why Roadie?

• Competitive compensation packages.
• 100% covered health insurance premiums for yourself.
• 401k with company match.
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!).
• Flexible work schedule with unlimited PTO.
• Monthly 3-day weekends.
• Monthly WFH stipend.
• Paid sabbatical leave - tenured team members are given time to rest, relax, and explore.
• The technology you need to get the job done.

Salary: [Not Specified] Location Type: [Not Specified] Employment Type: [Not Specified]

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