Customer Operations Content Specialist

Ibotta; United States; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Ibotta is seeking a detail-oriented Content Specialist to join our Customer Operations team in Denver with a hybrid work arrangement. You will write and maintain knowledge base content, support chatbot and documentation needs, and ensure every communication reflects our official Voice & Tone.

This role focuses on writing and maintaining knowledge base content, supporting chatbot and documentation needs, and assisting internal communications for Customer Operations teams, reporting to the

Qualifications

• Experience in a Business Operations role is required.
• Minimum 2 years of experience in Customer Operations preferred.
• Strong written and verbal communication; ability to edit copy and summarize complex information clearly.
• Proficiency with G Suite applications.
• Self-motivated, organized, and able to manage multiple priorities.

Responsibilities

• Manage setup, QA, and launch of program components including Offers and Ad Products.
• Stay up to date on internal system changes and update impacted departments.
• Identify, analyze, and help fix technical problems with Engineering and Product teams.
• Identify opportunities to streamline processes and cross-functionally implement optimizations.
• Provide support in training, testing, and ongoing project responsibilities; act as a subject matter expert for workflows.

Skills

Business operations

Customer operations

G Suite

Excel

PowerPoint

Salesforce

AI

Automation tools

Education

Associates or Bachelor's Degree

Tools

Salesforce

Job description

Ibotta is seeking a detail-oriented and collaborative Content Specialist to join our team and help elevate our Customer Operations department. We are looking for a process-minded individual who works well across teams but is equally comfortable owning their own projects and driving them to completion. In this role, you will support our mission to optimize the customer experience by maintaining high-quality knowledge base content, contributing to chatbot and automation efforts, and ensuring every communication reflects our official Voice & Tone. If you are a strong writer who enjoys turning complex information into clear, actionable content and wants to grow your skills in content operations, this is the role for you. This position will focus on writing and maintaining knowledge base and Help Center content, supporting chatbot and documentation needs, and assisting with internal communications for Customer Operations teams. The position reports to the Manager, Content and Communications.

This position is located in Denver, Colorado as a hybrid position requiring 3 days in office (Tuesday, Wednesday, and Thursday).

What you will be doing:

Work with the Content and Communications team to optimize all Customer Operations Help Center content by creating and maintaining streamlined systems across the teams we support.

Maintain the Help Centers, chatbots, and other Zendesk tools to maximize self-service and optimize cost-to-serve. Use a data-driven approach to interpret and report content metrics to leadership, including self-service and ticket deflection trends, and use this analysis and feedback to optimize performance and source new content continuously.

Drive chatbot performance, API integrations, increased personalization, and an optimal customer experience by helping scale the chatbot capabilities and automated ticket deflection potential.

Help oversee creation, auditing, and optimization of accurate and visually consistent knowledge bases (articles, macros, guides). Guard the official Voice & Tone Style Guide for all communications. Manage specialized content streams, including weekly newsletters and asynchronous channels like Slack.

Monitor asynchronous channels and meetings for team takeaways and promptly respond to team tags to help forecast and sync internal and external content for all new rollouts and promotions to ensure seamless cross-functional collaboration.

Pilot new AI and knowledge management tools, provide structured feedback that shapes how we scale them, and surface recurring content gaps as continuous improvement opportunities.

Embrace and uphold Ibotta's Core Values: Integrity, Boldness, Ownership, Teamwork, Transparency & Advocate for Savers.

What we are looking for:

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, and must be well organized and able to summarize complex information clearly and succinctly.

Results-driven and self-directed, with a highly organized and methodical approach. Capable of managing multiple priorities and projects simultaneously in a dynamic, high-growth environment.

Experience with AI and automation tools is a plus.

Proficiency in G Suite applications is required.

What you will be doing:

Manage setup, QA, and launch of all components in a program including Offers and Ad Products.

Stay up to date on internal system changes and update impacted departments effectively.

Identify, analyze, and help fix technical problems alongside Engineering and Product teams.

Identify opportunities to eliminate program set up errors and streamline work processes and work cross-functionally with other departments to implement optimizations.

Provide support, troubleshooting and best in class service to our internal customers.

Provide support in new hire training, process improvements, app testing and other projects and responsibilities on an as-needed basis.

Act as a subject matter expert for our workflows as needed to support resource maintenance, ongoing training, and decision-making.

Participate in an on-call rotation and provide coverage after hours as needed to support business-critical operations.

Embrace and uphold Ibotta's Core Values: Integrity, Boldness, Ownership, Teamwork, Transparency & A good idea can come from anywhere.

What we are looking for:

1-2 years of experience ideally in a process driven role

Associates or Bachelor's Degree preferred

Technical Skills: G Suite, Basic to Intermediate Excel and Powerpoint, Salesforce experience a plus

High attention to detail and organizational skills

Eagerness to learn a variety of technical systems thoroughly and efficiently

Self-motivated and proactive

Understand how to prioritize, reprioritize and manage tight deadlines

Ability to learn quickly, adapt to change a