Content Manager

About the role

We are hiring a Content Manager to join our Customer Success (CS) team. This role is essential in ensuring our customers have access to high-quality content that supports their use of our product, and our internal team has the resources needed for effective training and customer support. The Content Manager will develop, manage, and optimize content related to product launches and updates, collaborating with various teams to gather accurate information. This position will involve creating comprehensive resources, including agent SOPs and macros, to empower both our customers and our internal team. The Content Manager will play a critical role in enhancing the customer experience by providing clear, helpful, and up-to-date materials.

What you’ll do

• Collaborate with the Product team to stay informed about upcoming product launches and updates, ensuring accurate and timely content creation.
• Develop and implement a comprehensive content strategy that aligns with product changes and addresses customer and internal team needs.
• Create high-quality content, including agent responses, standard operating procedures (SOPs), lesson checks, and help center articles, to support both customer inquiries and internal training.
• Maintain and organize a content calendar to manage production schedules, ensuring timely updates and content delivery.
• Work closely with the Training and Quality Assurance team to identify and address content requirements for customer support and training initiatives.
• Monitor and analyze content performance using analytics tools, leveraging feedback from customers and agents to continuously improve materials.
• Develop educational content to support customer onboarding and ongoing education, ensuring customers can effectively use our products.

Key qualifications

• Proven experience as a Content Manager, Content Strategist, or similar role.
• Experience creating content for customer success, customer support, or a related field.
• Exceptional writing, editing, and proofreading skills.
• Strong understanding of content management systems and content creation tools.
• Excellent project management and organizational skills.
• Ability to work collaboratively in a cross-functional team environment.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Familiarity with SEO best practices and content optimization techniques.

The national pay range for this role is $102,000-$118,000 in base salary. Individual compensation will be commensurate with the candidate's experience aligned with Flex's internal leveling guidelines and benchmarks.