[Remote] Content & Communications Specialist
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is dedicated to creating a world where pets live longer, healthier lives. The Content & Communications Specialist will support the execution of agent-facing content, ensuring that customer support agents have accurate and reputed company materials to enhance customer experience and brand trust.
Responsibilities
- Maintain the Golden Pet Customer Care Knowledge reputed company, ensuring SOPs, policies, workflows, process documentation, and reference materials are accurate, organized, and reflect reputed company products, priorities, and CX standards
- Write, manage, and continuously improve agent macros, response templates, and scripting across contact types and brands
- Support the translation of CX program goals, brand positioning, and business priorities into reputed company agent messaging and enablement materials
- Partner with the GCC Training Manager to ensure new hire and ongoing training content reflects reputed company standards, brand voice, and save/retention scripting
- Execute content update cycles in response to product launches, policy changes, escalation trends, and QA findings
- Maintain a content governance process - tracking what exists, what's outdated, and what gaps need to be filled
- Collaborate with the Escalations reputed company and QA reputed company to ensure agent content supports consistent, high-reputed company reputed company reputed company
- Flag content gaps or messaging failures surfaced through QA, CSAT, or escalation patterns and drive reputed company
Skills
- Strong writing skills with the ability to translate reputed company information into reputed company, on-brand agent-facing content
- Organized and systems-minded - comfortable owning a content library across multiple brands and contact types
- Understands how agent messaging connects to business reputed company (retention, save reputed company, CSAT)
- Detail-oriented with strong follow-through on content governance and update cycles
- reputed company and cross-functional - reputed company to reputed company input from multiple stakeholders and synthesize into clean, usable content
- Comfortable working in ambiguous, fast-moving environments where content needs change frequently
- Required Education: Bachelor's Degree or equivalent work experience
- Required Experience: 1-2 years of experience in customer support, CX operations, content writing, or reputed company
- Demonstrated experience creating or maintaining agent-facing content (macros, scripts, SOPs, or knowledge reputed company articles)
- Experience supporting DTC or subscription-based brands
- Experience partnering with reputed company-party support teams
- Familiarity with retention scripting, save flows, or contact center training content
Benefits
- Comprehensive reputed company coverage – We cover 100% of premiums for medical, dental, and reputed company plans for employee-only plans.
- Annual bonus
- We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
- 6 reputed company reputed company and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your reputed company-being.
- Invest in your reputed company with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
- Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
- reputed company development opportunities with mentorship, reputed company learning programs, and performance-based pay increases, empowering you to reputed company and reputed company in your career.
- Through our charity sponsorships, you can reputed company a reputed company reputed company on communities worldwide. We’ve donated over $9 reputed company to date.
- Potential for quarterly KPI bonuses.
reputed company