What are the responsibilities and job description for the Content Writer position at GOAT Group?
About the Team
The Consumer Experience team is critical to forging and maintaining lasting relationships with our millions of customers. Reflecting GOAT Group’s core values of authenticity and innovation, you will join a collaborative team that solves problems with thoughtfulness, empathy and speed. The result is a world-class customer experience that builds trust with our buyers and sellers worldwide.
Role Overview
GOAT is looking for a Content Writer for its Customer Experience team who will be responsible for developing our customer support information and communication. They will own a broad range of content, including help articles, standard operating procedures, and process updates. This person will work cross-functionally with training and leadership to develop clear documentation as well as support day-to-day upkeep of our knowledge base content.
In this role, you will:
- Strategize and collaborate with product and creative teams to create and deliver clear knowledge base articles for both agents and customers
- Adopt brand voice and write within the tone of our brand
- Create new customer facing macros, enabling agents to quickly respond to customer inquiries
- Update and maintain library of macro responses
- Partner with the training team to help implement various training initiatives across CX
- Clearly document new and existing processes across the CX organization
- Quickly create communication for service issues to be shared within CX
- Oversee the development of new training material content including knowledge base articles, supporting documentation and guides to ensure they are in alignment with the voice of our brand
- Consistently look to improve the CX Representative communication with our customers through collaboration across the department
We are looking for:
- Demonstrated ability to prioritize and work on multiple projects concurrently, with confidence to multi-task and delegate as required while still adhering to process
- Excellent written and verbal communication skills
- Proficient with grammar and proofreading
- Prior experience in a fast-paced startup or e-commerce company is ideal
- Proficiency in Google Suite and Microsoft Office
