Note: The job is a remote job and is open to candidates in USA. 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.
Responsibilities
- 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
Skills
- Bachelor's degree from an accredited institution
- Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments
- Excellent leadership, communication, organizational, and stakeholder management skills
- Must meet security eligibility requirements
- Experience with CRM and knowledge management platforms
Company Overview