Content Management Analyst
Core
Create, update, and maintain customer support content (help center, chatbot, emails) and manage knowledge bases to empower customers and agents in financial services.
Role type
Content Management Analyst (Customer Support)
Builds
External-facing help content, internal knowledge bases, and content for large language models (LLMs)
Domain
Financial Services / Customer Support
Required skills
Content writing, knowledge base administration, content auditing, content optimization analysis, financial literacy translation, stakeholder collaboration, LLM content curation, metrics analysis (Google Analytics, Zendesk), competitor benchmarking
Preferred skills
Experience in financial services customer support, familiarity with content management systems
Technologies
Zendesk, Google Analytics, Content Management Systems, Large Language Models (LLMs)
Responsibilities
Create and maintain accurate, clear, and engaging educational content for customers and agents; Manage and organize knowledge bases using taxonomy, tagging, and search optimization; Analyze content performance metrics and competitor strategies to drive continuous improvement; Collaborate with Compliance, Legal, Marketing, Product, and Design to align on tone and information; Write and curate content for large language models (LLMs)
Seniority
Individual Contributor
