Customer Operations Content Specialist

Jobtailor; Denver (CO); On-site; USD 65,000 - 95,000; Full time

Job summary

Jobtailor is seeking a Business Operations professional to maintain and optimize the Customer Operations Help Center content and related tools. You will drive AI-powered support, manage knowledge bases, and coordinate content for promotions.

You will collaborate with Engineering and Product, report on content metrics, and support internal customers with strong written communication and process discipline.

Qualifications

• Experience in a Business Operations role is required.
• 2+ years in Customer Operations preferred; Care Ops a plus.
• Strong written and verbal communication skills.
• Ability to edit copy and receive feedback.
• Ability to summarize complex information clearly and succinctly.
• Highly organized and methodical approach.
• Ability to manage multiple priorities and projects.
• AI and automation tools experience a plus.
• Proficiency in G Suite applications is required.
• 1–2 years in a process-driven role preferred.
• Associate or Bachelor’s Degree preferred.
• Basic to intermediate Excel and PowerPoint skills.
• Salesforce experience a plus.
• High attention to detail and organizational skills.
• Eagerness to learn technical systems efficiently.
• Ability to prioritize and manage tight deadlines.
• Ability to adapt to change and thrive in a fast-paced environment.
• Collaborate cross-departmentally to troubleshoot issues.
• Ability to work nights and weekends as necessary.
• Authorized to work in the United States full-time.

Responsibilities

• Maintain and optimize Customer Operations Help Center content.
• Maintain Help Centers, chatbots, and Zendesk tools to maximize self-service and reduce costs.
• Interpret and report content metrics to leadership.
• Drive chatbot performance, API integrations, and automated ticket deflection.
• Create, audit, and optimize knowledge bases, articles, macros, and guides.
• Uphold the official Voice & Tone Style Guide.
• Manage weekly newsletters and Slack content streams.
• Coordinate content for rollouts and promotions.
• Pilot AI and knowledge-management tools and identify content gaps.
• Identify and resolve technical problems with Engineering and Product teams.
• Provide troubleshooting and support to internal customers.
• Support new-hire training and process improvements.
• Act as SME for workflows, resource maintenance, and decision-making.
• Participate in on-call rotation and after-hours coverage.

Skills

Strong communication

G Suite proficiency

Excel

PowerPoint

AI & automation tools

Education

Associate’s Degree

Bachelor’s Degree

Tools

Zendesk

Chatbots

Slack

Salesforce

Job description

• Maintain and optimize Customer Operations Help Center content
• Maintain Help Centers, chatbots, and Zendesk tools to maximize self-service and optimize cost-to-serve
• Interpret and report content metrics to leadership, including self-service and ticket-deflection trends
• Drive chatbot performance, API integrations, personalization, and automated ticket deflection
• Create, audit, and optimize knowledge bases, articles, macros, and guides
• Uphold the official Voice & Tone Style Guide
• Manage weekly newsletters and asynchronous Slack content streams
• Monitor channels and meetings, respond to team tags, and coordinate content for rollouts and promotions
• Pilot AI and knowledge-management tools and identify recurring content gaps
• Manage setup, QA, and launch of program components including Offers and Ad Products
• Track internal system changes and update affected departments
• Identify and help resolve technical problems with Engineering and Product teams
• Streamline processes and eliminate program setup errors
• Provide troubleshooting and support to internal customers
• Support new-hire training, process improvements, app testing, and other projects
• Act as a subject matter expert for workflows, resource maintenance, training, and decision-making
• Participate in an on-call rotation and provide after-hours coverage as needed
• Uphold Ibotta’s Core Values

Requirements

• Experience in a Business Operations role is required
• Minimum 2 years of experience within the Customer Operations organization preferred, with additional Care Operations experience a strong plus
• Strong written and verbal communication skills
• Ability to edit copy and receive feedback
• Ability to summarize complex information clearly and succinctly
• Highly organized and methodical approach
• Ability to manage multiple priorities and projects simultaneously
• Experience with AI and automation tools is a plus
• Proficiency in G Suite applications is required
• 1–2 years of experience ideally in a process-driven role
• Associate’s or Bachelor’s Degree preferred
• Basic to intermediate Excel and PowerPoint skills
• Salesforce experience is a plus
• High attention to detail and organizational skills
• Eagerness to learn technical systems thoroughly and efficiently
• Ability to prioritize, reprioritize, and manage tight deadlines
• Ability to learn quickly, adapt to change, and thrive in a fast-paced environment
• Ability to collaborate cross-departmentally to mitigate and troubleshoot issues
• Ability to work nights and weekends as necessary
• Applicants must be currently authorized to work in the United States on a full-time basis

Core Competencies

Demonstrates expertise in maintaining and optimizing Customer Operations Help Center content, utilizing AI and automation tools, and managing multiple projects effectively. Proficient in G Suite applications and capable of interpreting content metrics to drive performance improvements.

Highest-signal resume keywords

• Customer Operations Experience
• Content Optimization
• G Suite Proficiency
• AI and Automation Tools
• Strong Communication Skills

Hard Skills

• Content Metrics Interpretation
• Knowledge Base Management
• API Integrations
• Excel Proficiency
• PowerPoint Skills

Soft Skills

• Highly Organized
• Attention to Detail
• Ability to Manage Multiple Priorities
• Adaptability
• Collaboration Skills

Certifications & Qualifications

• Associate’s Degree
• Bachelor’s Degree

Industry Keywords

• Customer Operations
• Business Operations
• Process-Driven Role
• Technical Problem Solving

Tools & Technologies

• Zendesk
• Chatbots
• Slack
• Salesforce