Support Experience Content Specialist

Key Responsibilities

• Create, edit, and optimize customer-facing support content to improve clarity, usability, and customer outcomes.
• Apply UX design principles to enhance support page experiences, information architecture, and customer journeys.
• Monitor and improve the quality, accuracy, consistency, and effectiveness of support content across global support sites.
• Identify, prioritize, and resolve content, usability, and customer experience issues.
• Improve content discoverability and help customers find answers more efficiently through effective content structure and organization.
• Analyze customer feedback, behaviors, and support trends to identify opportunities for improvement.
• Drive enhancements to support content, navigation, page experiences, and paths to resolution.
• Ensure a consistent and seamless support experience across products, regions, and support channels.
• Recommend and implement improvements that increase self-service success and customer satisfaction.

Required Qualifications

• Bachelor's degree in Communications, Marketing, Digital Experience, Technical Communication, English, Journalism, UX Design, Human-Centered Design, or a related field.
• 5+ years of experience in digital content management, content editing, UX design, customer support content, knowledge management, or web experience optimization.
• Experience working with content management systems and customer-facing digital support platforms.
• Strong understanding of content strategy, UX design principles, information architecture, customer experience, search optimization, and performance measurement.
• Excellent analytical, communication, stakeholder management, and project management skills.

Preferred Qualifications

• Experience with Salesforce Experience Cloud, GA4, Sprig, Figma, or similar platforms.
• Experience supporting global or multilingual digital experiences.
• Knowledge of accessibility standards and content best practices.
• Familiarity with customer journey mapping, user research, and UX methodologies.
• Experience working in Agile and cross-functional team environments.