Customer Support Content Curator

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.

With presence in more than 50 countries, whether you know us or not, you’ve definitely used our tech. We reach every phone on earth, with over 147 billion conversations every year.

Sinch's core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 3,000 employees across 55 different countries.

The Customer Support Content Curator is responsible for the production, maintenance, and performance of SMB knowledge base content across our multiple brands. The key function is to produce, update, and improve support documentation across all our brands and integrations, as well as to ensure the optimal pathway to knowledge for our customers.

Key Responsibilities include:

• Act as the curator/approver and producer of customer facing knowledge articles produced by product owners or other subject matter experts within the business, ensuring they align to a standarised format, categorisation, tone of voice, and are written in a way to allow customers to solve their questions
• Optimise existing and new articles for AI, that the correct article is returned by our AI chatbot when the customer asks the chat bot the question that the article solves
• Calibration of knowledge article tagging, linking and categorisation to ensure relevant recommendations in self-serve and search portals
• Work with product, marketing and customer teams to support new feature, UI changes and product releases with new and/or updated content as part of a scheduled release plan or GTM strategy
• Implement a process for reviewing customer tickets and adding or editing articles where the topic is not covered, or not clearly covered in existing articles
• Perform quarterly site audits to ensure support content is current, relevant, and accurate
• Manage multiple help sites across brands/regions, keeping them aligned and relevant
• Delivering monthly reviews of site performance, customer journeys and trends to be shared with customer teams and management.

To be successful, you will possess the following skills and attributes:

• Solid technical writing experience, an ability to take technical concepts and simplify them to be customer facing
• Experience supporting a front-line customer facing team with support documentation
• Exceptional capability to manage a variety of projects concurrently and to deadlines
• Understanding of content management and knowledge space management
• Experience in optimising content for AI
• Basic understanding of HTML formatting
• Experience of working with a SaaS platform
• Strong written communication skills
• Strong attention to detail
• Ability to collaborate with internal resources and manage discussions with stakeholders at all levels
• Ability to analyse data and turn quantitative metrics into insightful statements
• Ability to formulate strategies based on data trends and qualitative feedback

We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.

Our values of Dream Big, Win together, Keep it simple and Make it happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

We value our team by offering the following;

• WHERE YOU WORK MATTERS: We understand the benefit of a flexible schedule where you can best impact both your personal and work life, so we offer a hybrid working arrangement, work from home set up reimbursement and a global mobility policy.
• PUT FAMILY FIRST: We know that building a family take priority, therefore we offer a generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver
• CELEBRATE YOURESELF: By providing a day off for your birthday, we want you to take the time to celebrate the year you’ve had with your nearest and dearest.
• TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• STAY HEALTHY: Physical wellness supports mental wellness, so we offer a monthly fitness reimbursement allowance and other wellness programs
• TAKE THE NEXT STEP: Coaching and career development support, including access to a range of online professional development courses
• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
• TREAT YOURSELF: Access to Reward+ program that offers a wide range of discounts and deals across retail, entertainment and much more.

If you are looking for the next opportunity in your career and want to work for a people focused, growing tech company, then Apply Now.