Remote CX Content & Knowledge Base Specialist

Nashville Public Radio; Los Angeles (CA); Hybrid; USD 55,000 - 66,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage

Annual bonus

401(k) match up to 3.5%

Sick and mental health days

Employee Stock Ownership Plan

Phone and internet reimbursement

Professional development

Charity sponsorships

Quarterly KPI bonuses

Job summary

Golden Pet Brands is seeking a Content & Communications Specialist to support agent-facing content across Golden Pet Brands. You will maintain the Knowledge Base, macros, and CX enablement materials to keep information current and aligned with brand standards.

You will collaborate with the Support Ops Lead, QA, Training, and Escalations to ensure content accuracy and effective enablement across multiple brands and contact types.

Qualifications

• Strong writing skills translating complex info into clear agent content.
• Organized and systems-minded with content library ownership across brands.
• Understand how messaging links to retention and CSAT outcomes.
• Detail-oriented with content governance and update cycles.
• Collaborative and able to synthesize input from multiple stakeholders.

Responsibilities

• Maintain the Golden Pet Customer Care Knowledge Base with accurate SOPs and policies.
• Write and improve agent macros, templates, and scripting across brands.
• Translate CX goals and brand voice into clear agent messaging.
• Ensure training content reflects current standards and saving/retention scripting.
• Update content cycles for product launches, policies, and QA findings.
• Maintain content governance by tracking gaps and outdated material.
• Collaborate with Escalations and QA to support high-quality resolutions.
• Identify content gaps and drive resolution.

Skills

Writing

Organization

Cross-brand content

Content governance

Stakeholder collaboration

Ambiguity management

Education

Bachelor’s Degree

Job description

Golden Pet Brands is seeking a Content & Communications Specialist to support agent-facing content across Golden Pet Brands. You will maintain the Knowledge Base, macros, and CX enablement materials to keep information current and aligned with brand standards.

You will collaborate with the Support Ops Lead, QA, Training, and Escalations to ensure content accuracy and effective enablement across multiple brands and contact types.