Easy Apply
Easy Apply
As a CX Content Specialist, you will develop and maintain high-quality content for the Customer Experience team, ensuring it aligns with brand standards and supports customer self-service. Responsibilities include creating content, auditing existing materials, managing requests, and collaborating with cross-functional teams.
Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.
With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door.
As a CX Content Specialist, you will play a critical role in developing, organizing, and maintaining high-quality internal and external content that supports the Customer Experience (CX) team, our customers, and cross-functional partners. You will work closely with Training, Quality, and Operations teams, as well as collaborate with Product, Marketing, and Legal stakeholders to ensure content is accurate, consistent, and aligned with brand standards. You will be responsible for managing content requests, maintaining our knowledge bases, and ensuring content enables CX teams to deliver a seamless customer experience.
What You’ll Do
- Create and refine CX content that aligns with Roadie’s voice and style, ensuring clarity, consistency, usability, and strong customer self-service outcomes.
- Regularly audit internal and external Salesforce content for accuracy and relevance, partnering with the CX Enablement team to analyze user behavior, address content gaps, and improve resources.
- Translate process maps and workflows provided by CX Operations Specialists into clear, digestible guides for CX team members.
- Partner with Product and Marketing teams to stay current on feature rollouts, enhancements, and campaigns, ensuring CX teams are equipped with the most up-to-date resources and messaging.
- Work with the Legal team to secure necessary approvals for external-facing content.
- Prioritize and organize incoming content requests based on scope, urgency, and deadlines.
- Ensure efficient and timely completion of deliverables based on KPIs set by the Content & Instructional Design Manager.
- Develop and maintain CX team macros to ensure standardized, brand-aligned communication across customer interactions.
- Deliver and manage internal communications for CX teams across communication channels.
- Optimize the knowledge base’s search experience by staying current on Salesforce features and capabilities.
- Provide regular updates to CX Enablement leadership regarding help center performance, content initiatives, and identified opportunities for knowledge improvement.
What You Bring
- Bachelor's degree in English, Communication, Technical Writing or a related field
- 2+ years of experience in technical writing or content development and creation
- Experience with content management systems and knowledge bases, Salesforce strongly preferred.
- Ability to quickly grasp technical knowledge and convey relevant information in an engaging manner
- Tenacity for problem-solving with exceptional patience and persistence
- Excellent written and verbal communication skills, with an ability to communicate technical concepts to a nontechnical audience
- Ability to produce digestible, searchable, accessible content for a variety of audiences
- Self-starter and ability to work independently
Why Roadie?
- Competitive total rewards package
- 100% company-paid health insurance for yourself
- 401(k) with company match
- Tuition & student loan repayment assistance- yes, we’ll contribute directly to your student loans!
- Remote-first environment
- Unlimited PTO
- Inclusive family leave policy that supports all new parents
- Paid Wellness Days in addition to Company holidays
- Monthly WFH stipend
- Paid sabbatical leave- tenured Roadies are given extra time to unplug, rest, and explore
- The technology you need to get the job done
This role is not eligible for Visa sponsorship. Applicants must be authorized to work for any employer in the U.S.
Top Skills
Salesforce
Similar Jobs
Automotive • Professional Services • Software • Consulting • Energy • Chemical • Renewable Energy
The Sales Executive will drive sales strategy and build relationships with clients, promote products, and support account management while traveling significantly and working remotely.
Top Skills:
Crm SoftwareMS Office
Artificial Intelligence • Cloud • Information Technology • Sales • Security • Software • Cybersecurity
As a Detection & Response Analyst, you'll investigate security events, conduct threat analysis, report incidents, and collaborate within the SOC team to enhance security measures.
Top Skills:
BloodhoundLinuxmacOSMetasploitMimikatzMitre Att&Ck FrameworkWindows
Artificial Intelligence • Cloud • Information Technology • Sales • Security • Software • Cybersecurity
Collaborate with SHI's Account Management team to enhance technical expertise in Rapid7 solutions, conduct training, and improve partner engagement and revenue.
Top Skills:
Application SecurityAWSAzureCloud SecurityDevOpsGCPIncident ResponseItSecurity AutomationVulnerability Management
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
