客户体验内容专家
CX Content Specialist
路迪是一家优惠服务公司，是一家领先的物流和交付平台，帮助企业应对现代零售业的复杂性。其提供无与伦比的交付覆盖率，灵活性和可见性。在超过30,000个邮政码中达到97%的美国家庭。从城市中心到农村社区。路迪提供无，可扩展的解决方案，以满足各种交付需求。拥有全国31万多名独立司机网络，路迪提供了灵活的交付解决方案，使复杂的物流挑战变得容易，包括当地同一天交货，大型和庞大的商品交付，商店至门户运输等解决方案。为了了解更多信息，请访问 [www.roadie.com]http://www.roodie.com).作为一个 **CX 内容专家**,你将在开发，组织和维护高质量的内部和外部内容方面发挥关键作用，支持客户体验 (CX) 团队，我们的客户和跨功能合作伙伴。你将与培训，质量和运营团队密切合作，以及与产品，市场和法律利益相关者协作以确保内容是准确的，一致的，并符合品牌标准。你将负责管理内容请求，维护我们的知识基础，并确保内容使 CX 团队能够提供无的客户体驗。**你会做什么** - 创建和完善与 Roadie 的声音和风格一致的 CX 内容，确保清晰度，一致性，可用性以及强大的客户自助服务结果 - 定期对 Salesforce 内部和外部内容进行精确性和相关性的审计，与 CX Enablement 团队合作分析用户行为，解决内容缺口并改善资源 - 将 CX 运营专家提供的进程地图和工作流程转化为 CX 团队成员的明确，可消化的指南 - 与产品和市场营销团队合作，保持最新功能推广，增强和竞选信息，确保 CX 团隊配备最先进的资源和消息传递。- 与法律团队合作，确保对外部内容的必要批准 - 根据范围，紧迫性和截止日期优先并组织接入内容请求 - 确保基于内容与教学设计经理设定的 KPI 的有效及时完成交付结果 - 开发和维护 CX 团队宏观程序以确保标准化，品牌一致的客户互动 - 提供和管理内部沟通
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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. For more information, visit [www.roadie.com](http://www.roadie.com).
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.
**What You’ll Do**
- 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
**What You Bring**
- 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 total rewards package
- 100% company-paid health insurance for yourself
- 401(k) with company match
- Tuition & student loan repayment assistance- yes, we’ll contribute directly to your student loans!
- Remote-first environment
- Unlimited PTO
- Inclusive family leave policy that supports all new parents
- Paid Wellness Days in addition to Company holidays
- Monthly WFH stipend
- Paid sabbatical leave- tenured Roadies are given extra time to unplug, rest, and explore
- The technology you need to get the job done
**This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.**