• Job Description

  Req#: 25-37256
  
  
  Job Description:
  
  Pay Range: $60hr - $65hr
  
  Responsibilities:
  
  Content Optimization and Enhancement:
  • Enrich support articles, product FAQs, onboarding materials, chatbot scripts, and in-app messages for clarity, tone, and usability.
  • Add structure, formatting, and visuals (e.g., icons, embedded videos, diagrams) to make content more scannable and helpful.
  • Write or refine metadata, alt text, tags, summaries, and excerpts to improve accessibility and presentation.
  Search and Navigation Support:
  • Improve the discoverability of content within customer portals, search engines, and AI-powered interfaces.
  • Apply consistent tagging, taxonomy, and categorization strategies aligned with customer intent and journeys.
  Governance and Quality Assurance:
  • Conduct regular audits of customer-facing content to identify gaps, overlaps, or outdated information.
  • Ensure all content adheres to voice & tone guidelines, readability standards, and legal or compliance requirements.
  Cross-Functional Collaboration:
  • Work closely with CX designers, customer support, product managers, and UX writers to enrich content in context.
  • Support chatbot training teams or virtual assistant designers by curating high-impact, AI-ready content inputs.
  Continuous Improvement and Insights:
  • Monitor engagement metrics, search queries, deflection rates, and feedback to identify opportunities for enrichment.
  • Recommend improvements and test new formats or delivery methods (e.g., video, microcontent, interactive guides).
  Qualifications:
  • Bachelor’s degree in communications, Digital Media, XX, UX Writing, or a related field.
  • 3+ years of experience working with customer-facing content in digital platforms, support centers, or service organizations.
  • Proficiency with CMS tools (e.g., Zendesk Guide, Salesforce Knowledge, WordPress), and content editing platforms.
  • Familiarity with SEO, accessibility (WCAG), and usability best practices.
  • Experience with customer support data (search terms, ticket drivers, article deflection) is highly desirable.
  • Comfort working with content analytics, voice-of-customer feedback, and cross-channel content strategies.
  Preferred Skills:
  • Customer-first mindset: Passionate about making content simple, helpful, and emotionally supportive.
  • Detail-driven yet holistic: Strong attention to language and structure while keeping user journeys in mind.
  • Collaborative: Skilled at working across disciplines, from UX to customer support to product.
  • Curious and adaptive: Excited to experiment with new formats, tools, and technologies like AI, automation, or personalization engines.
  
  

• About the company

  We are a team of technical visionaries who joined forces to form a company that would gather the best and brightest talent in the world. The company uses this talent to help other organizations fulfill their technological dreams and goals and make them a reality. Welcome to Cynet Systems Inc. – a premier staffing and recruiting company – a nationally and locally certified diversity firm.

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