Customer Service Content Manager

Staffmark - Ridgefield Park, NJ

Full-time - Mid Level

Ridgefield Park, NJ

Administrative and Support Services

About the position

The Customer Service Content Manager at Staffmark Workforce Solutions is responsible for developing and implementing a content strategy that enhances customer service operations. This role focuses on improving self-service and automation, ensuring compliance with communication guidelines, and creating content that addresses customer inquiries effectively. The position requires collaboration with various teams to audit and enhance communication channels, as well as leveraging data analytics to identify content needs.

Responsibilities

• Develop content strategy aligned with customer service operational goals.
• Establish voice and tone guidelines for customer service communications.
• Develop content for product and promotional launches to assist customer service agents.
• Collaborate with customer service operations to audit and enhance content across communication channels.
• Create an editorial calendar and utilize data to guide content focus.
• Partner with the training team to ensure training materials are current with updated content.
• Identify low-performing customer service areas using data analytics to enhance content needs.
• Ensure compliance with copyright and data protection laws.

Requirements

• 5 years of experience in Content Management.
• BA or BS degree in Journalism, English, Marketing, Communications, or relevant fields.
• Proven work experience as a Content Manager with experience managing indirect reports and contract resources.
• Experience with content management systems and ticketing systems such as Jira, Zendesk, and Sprinklr.
• Understanding of content usage tracking systems and ability to analyze data for optimization.
• Ability to work independently and manage vendor-training groups effectively.
• Knowledge of business and management principles in strategic planning and resource allocation.
• Extensive experience with MS Office.
• Knowledge of SEO and web traffic metrics.
• Excellent writing and editorial skills.
• Attention to detail and ability to adapt to shifting priorities.
• Good organizational and time-management skills.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401K retirement savings plan
• Paid Time Off
• Pre-tax savings plans
• Pre-tax parking and commuter plans
• Supplemental health and welfare plans
• Employee assistance program
• Pet insurance
• Paid holidays