Remote Content Research Manager ( Call Center)

TechOp Solutions International, Inc.; Arlington (TX); Remote; USD 85,000 - 110,000; Full time

Job summary

TechOp Solutions International, Inc. is seeking an experienced Remote Content Research Manager to lead the development and maintenance of customer support content for a high-volume remote call center. The role involves supervising a team of Content Research Analysts and ensuring that customer-facing information is accurate and accessible.

The ideal candidate will hold a Bachelor’s degree and have a minimum of six years’ experience in knowledge management or related fields. Strong leadership and communication skills are essential, along with experience in CRM and knowledge management platforms.

Qualifications

• Minimum six (6) years of experience in knowledge management or related environments.
• Experience with CRM and knowledge management platforms preferred.
• Must meet security eligibility requirements.

Responsibilities

• Lead the research, development, and maintenance of knowledge base content.
• Supervise Content Research Analysts and assign daily tasks.
• Review customer escalations and coordinate research to resolve inquiries.
• Analyze customer trends and recommend improvements.

Skills

Leadership

Communication

Organizational skills

Stakeholder management

Education

Bachelor's degree from an accredited institution

Tools

CRM platforms

Knowledge management platforms

Job description

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.

Qualifications

• 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.

TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.