Description:
As a Customer operations Content Coordinator, you will play a pivotal role in the operational success of the supplier support team by providing high-quality help content and leading content-driven projects and initiatives. You will drive self-service and help us reduce pain points in an ongoing effort to provide operators with a seamless experience.
What You’ll Do
- Planning and execution of help content strategy and pipeline for Viator Supplier support
- Develop and write clear and concise internal and external help content
- Attend cross-departmental meetings in line with coordinating business projects
- Regularly review inbound demand drivers and related data to ensure existing content is fit for purpose and identify knowledge gaps to drive improvements
- Regularily meet with Product, Marketing, and CRM to coordinate product releases or platform issues, assess their impact and gather requirements for customer operations
- Work closely with Training and Quality teams to meet organisational KPIs for agent performance and customer experience
- Use analytics and feedback to continuously improve and update existing content, and identify new content needs
- Effective project management will involve coordinating with cross-functional teams, tracking progress, and communicating project updates to stakeholders
- Maintain brand voice and tone across all written materials and ensure all content adheres to company policies and guidelines.
- Stay up-to-date with industry trends, customer service best practices, and new technologies to improve our help content.
Skills & Experience
- 1-2 years of experience in content writing, preferably in a customer service environment.
- Excellent written and verbal communication skills.
- Ability to manage projects end-to-end and independently.
- Strong attention to detail and ability to meet tight deadlines through Excellent prioritisation and organisational skills
- Ability to work independently and collaboratively in a fast-paced environment.
- Proven ability to handle multiple stakeholders
- Data-driven mindset to identify areas of improvement with the ability to tell stories using data