Content Writer

**Role Purpose**

The purpose of this role is to conduct audits to ensure quality compliance within the account.

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**Essential Skills**:

- **1.5+ years of experience in a content writing or CX role within support operations or a similar domain.**:

- **Exceptional communication skills - both verbal and written in English.**:

- **Demonstrated ability to create SOPs, process documents, and training material.**:

- **Experience managing content initiatives across multiple stakeholders and regions.**:

- **Strong critical thinking, analytical, and problem-solving skills.**:

- **High attention to detail and ability to quickly grasp complex workflows.**:

- **Self-starter with a curious mindset and proactive communication style.**:

- **Comfortable working in rotational shifts, including PST/IST schedules.**:

- **Experience with partner/vendor management is a plus.**:

- **Familiarity with support ecosystems is a bonus.**:

- **Bonus: Project management experience, experience with content/UX design, familiarity with content metrics.**:

- **Good to have social media customer support experience**

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Responsibility:

- SOP Development: Create, maintain, and update clear and concise SOPs to guide support agents in handling a wide range of customer issues.
- Training Enablement: Plan, develop, and execute engaging weekly/biweekly training and refresher sessions across channels.
- Process Design: Collaborate with cross-functional teams to map and optimize support processes and policies.
- CX Mindset: Put yourself in the customers' shoes to ensure support content resonates and resolves with empathy and efficiency.
- Project Leadership: Manage multiple content projects, set timelines, and ensure timely delivery while juggling priorities in a fast-paced environment.
- Tone & Language: Adapt tone and writing style to suit various scenarios - from internal training to customer interactions.
- Problem Solving: Conduct deep-dive analysis to identify process/content gaps and drive corrective content initiatives.
- Stakeholder Collaboration: Work with global support managers and cross-functional teams to ensure visibility and alignment on content and training initiatives.
- Operational Execution: Define success metrics for content projects, measure performance, and iterate for continuous improvement.
- Portfolio & Project Management: Establish and maintain content project portfolios; plan and track progress of initiatives.
- Tool Utilization: Efficiently work with business tools like Google Workspace, Data Studio, knowledge bases, and ticketing systems.

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Experience of 2-3 years into Content Writing in a BPO environment

Qualitification : Graduate

Essential Hiring Skills:

- 1.5+ years of experience in a content writing or CX role within support operations or a similar domain.
- Exceptional communication skills - both verbal and written in English.
- Demonstrated ability to create SOPs, process documents, and training material.
- Experience managing content initiatives across multiple stakeholders and regions.
- Strong critical thinking, analytical, and problem-solving skills.
- High attention to detail and ability to quickly grasp complex workflows.
- Self-starter with a curious mindset and proactive communication style.
- Comfortable working in rotational shifts, including PST/IST schedules.
- Experience with partner/vendor management is a plus.
- Familiarity with support ecosystems is a bonus.
- Bonus: Project management experience, experience with content/UX design, familiarity with content metrics.
- Good to have social media customer support experience