Job Description:
Content Quality Review and Optimization:
- Config, audit and review Knowledge Base and Help Center articles to ensure accuracy, consistency, and compliance with internal policy and style guidelines.
- Identify outdated, redundant, or unclear content propose and implement improvements to enhance readability and customer experience.
Process Governance:
- Establish and monitor Agent/ User communication process frameworks, including regular checklists, and review cycles.
Stakeholder Collaboration:
- Actively collaborate with cross-functional teams for relevant initiatives / features.
- Maintain clear and effective communication with stakeholders throughout the process development lifecycle.
Process Analysis and Evaluation:
- Monitor Agent and Customer feedback, search queries, and article performance metrics to identify content gaps and areas for improvement.
Training & Enablement:
- Provide guidance to article contributors on best practices in knowledge writing and content maintenance.
Requirements:
- Experience in content structuring, technical writing, or knowledge management, preferably in e-commerce or tech platforms.
- Familiarity with content management systems, knowledge base tools, and Help Center platforms.
- Understanding of UI/UX principles, especially optimizing user experience with support content.
- Strong communication and writing skills, with the ability to deliver information clearly and effectively. Fluency in English and Vietnamese is essential.
- Analytical mindset with experience using metrics (e.g., article views, resolution rates, CSAT) to drive improvements.
- Strong attention to detail and a commitment to accuracy.
- Strong collaboration across cross-functional teams.
- Demonstrated ability to think from a customer-centric perspective and prioritize customer satisfaction in process review.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Bonus Points:
- Experience in e-commerce or retail industries.
- Background in customer support or product operations
Other information
- Working time: 9am - 6pm, Mon - Fri (but sometime need to shiftwork base on job require)
