Content Research Manager – Call Center

Jobtailor; Deutschland; Vor Ort; EUR 70.000 - 110.000; Vollzeit

Zusammenfassung

TechOp Solutions International is seeking a Remote Content Research Manager to lead the development, maintenance, and continuous improvement of customer support content and knowledge resources. You will oversee content governance and a team of analysts to ensure information is accurate and accessible.

The role emphasizes leadership, strategic analysis of trends, and collaboration with subject matter experts to continually enhance customer-facing content and processes.

Qualifikationen

• Bachelor's degree in a relevant field.
• Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments.
• Experience with CRM and knowledge management platforms preferred.
• Excellent leadership, communication, organizational, and stakeholder management skills.
• Must meet security eligibility requirements.

Aufgaben

• Lead the research, development, organization, and maintenance of knowledge base content.
• Supervise Content Research Analysts and assign daily work activities.
• Review customer escalations and coordinate research efforts to resolve complex inquiries.
• Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies.
• Analyze customer trends and recommend improvements to content, workflows, and business processes.
• Collaborate with subject matter experts to validate and improve customer-facing information.
• Perform additional duties as assigned.

Kenntnisse

Leadership

Communication

Organizational skills

Stakeholder management

Knowledge management

Content development

CRM familiarity

Team supervision

Problem solving

Ausbildung

Bachelor's degree

Tools

CRM platforms

Knowledge management platforms

Jobbeschreibung

TechOp Solutions International is experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager leads the development, maintenance, and continuous improvement of customer support content, knowledge management resources, and content governance processes. This position oversees a team of content analysts while ensuring customer‑facing information remains accurate, current, and easily accessible.

Duties

• Lead the research, development, organization, and maintenance of knowledge base content.
• Supervise Content Research Analysts and assign daily work activities.
• Review customer escalations and coordinate research efforts to resolve complex inquiries.
• Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies.
• Analyze customer trends and recommend improvements to content, workflows, and business processes.
• Collaborate with subject matter experts to validate and improve customer‑facing information.
• Perform additional duties as assigned.

Requirements

• Bachelor's degree from an accredited institution.
• Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments.
• Experience with CRM and knowledge management platforms preferred.
• Excellent leadership, communication, organizational, and stakeholder management skills.
• Must meet security eligibility requirements.