Service Operations is responsible for building our customer service network and supporting all NEP business lines. Service Operations teams are the first point of contact our customers have when using NEP’s products and services and we strive towards developing a support organization that is reliable, consistent, and scales effectively.
Our Content Development Coordinator will lead the development of a wide range of agent-facing and customer-facing support content and drive the development of customer Help Centers as we further expand our product offerings and client base.
Salary range for this position is from $65,000 to $90,000 annually.
What you will do:
- Develop internal and external support content (e.g. Help Center, self serve articles, internal knowledge base, pre-written saved replies)
- Lead meetings with your aligned product Service Operations Managers to identify and prioritize top tasks and ensure timely completion of priorities
- Develop strong working relationships with internal stakeholders including, Service Operations Managers, Technical Product Writers, and others as required
- Task management: stay on top of content requests within a sprint board; ensure tasks are assigned in a timely manner, old tasks are cleaned out, tasks correctly labeled to ensure proper data collection
- SLA tracking: ensure all tasks stay on track to meet deadlines; liaise with stakeholders to manage expectations and re-prioritize as necessary, and send weekly summary reports to update on progress and priorities
- Develop continuous subject matter expertise on content best practices, and develop proficiency in your LOB
- Assist with coordinator hiring/onboarding/training: assist in training and development of new content coordinators as needed
Requirements
To be considered for this position, please review the requirements below and submit a writing sample here .
- Experience within a customer-oriented functions (within B2B context preferable)
- Minimum of 3 years of work experience
- Minimum of 1 year of people management experience
- Comfortable dealing with ambiguity; enjoy developing new processes
- Experience in a startup environment or larger business in change
- Familiarity with Zendesk, Confluence, or other enterprise Content Management Systems (CMS)
- Familiarity with managing tasks with SmartSheets, Notion, or similar (e.g. Kanban boards)
- Experience developing support content or managing support content
- Experience creating flowcharts and process maps with tools, like LucidChart or similar
- Understanding of Agile processes
Due to the requirements of this position, NEP requires as a condition of employment for this position that a candidate be fully vaccinated for COVID-19. If a candidate is offered this position with NEP, such offer is contingent on the candidate providing proof of full vaccination status by his or her start date. Pursuant to the Americans with Disabilities Act and Title VII of the Civil Rights Act of 1964, NEP will consider reasonable accommodations to a candidate’s inability to vaccinate due to disability or religious belief, but NEP’s consideration of potential reasonable accommodations does not guarantee commencement of employment.
Benefits
Check us out at https://www.nepgroup.com/career/careers
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