Customer Service Content Writer

Job description

Overview

Our global house-of-brands inspires and empowers youth culture. Relentlessly committed to fuel a shared passion for self-expression, we create unrivaled experiences at the heart of the sport and sneaker communities through the power of our people. If you want to be a part of something bigger than you can imagine, you’ve come to the right place.  

 

Job Summary

 

As a Customer Service Content Writer, you will play a crucial role in maintaining our customer-facing help center and internal knowledge base. You will be responsible for creating clear, concise, and engaging content that helps our customers navigate and understand our products and services. This role requires a combination of strong writing skills, a customer-centric mindset, and the ability to collaborate effectively with cross functional teams.

Responsibilities

Key Responsibilities:

·  Develop and update content for our customer-facing help center, ensuring information is accurate, up-to-date, and easy to understand.
·  Collaborate with subject matter experts and customer support teams to gather information and insights for content creation.
·  Write and optimize articles, FAQs, troubleshooting guides, and other support materials to address common customer inquiries and issues.
·  Maintain consistency in tone, voice, and style across all customer communication channels.
·  Regularly review and update internal knowledge base articles for use by our support teams.
·  Ensure content aligns with company branding guidelines and supports overall customer experience goals.
·  Manage and complete deliverables for multiple content writing projects
·  Monitor and analyze help center performance metrics to identify areas for improvement.
·  Stay up to date on industry trends to support content development

 

Qualifications

Requirements:

 

·  Proven experience as a content writer, preferably in a customer service or support environment.
·  Excellent writing and editing skills with a keen attention to detail.
·  Strong understanding of customer service principles and best practices.
·  Experience with Zendesk or similar customer support platforms is a plus
·  An affinity with HTML and CSS will be considered advantageous
·  Ability to translate complex technical information into clear and concise content.
·  Proven ability to work independently and manage projects simultaneously.
·  Strong communication and collaboration skills with the ability to work effectively across teams.
·  Excellent written and verbal communication skills in English.
·  Experience using Canva, PowerPoint and excel required

 

 

Benefits

What we offer you

·  Career development and growth in an ambitious international team
·  Recognition, inclusion and belonging in a diverse environment
·  25 holidays and flexible working (hybrid position)
·  Employee Discount on in-store and online products
·  Casual Sneaker Culture
·  Learning & Health/wellbeing programs
·  Canteen for lunch
·  Travel reimbursement
·  Pension Plan
·  Discounted Collective Health plans
·  Activities organized by our Social Committee