Customer Experience Knowledge & Content Manager
Join to apply for the Customer Experience Knowledge & Content Manager role at Lightricks.
**Who we are**
Lightricks, an AI-first company, is revolutionising how visual content is created. Our mission is to bridge the gap between imagination and creation, leveraging cutting-edge AI technology in apps like Facetune, Photoleap, Videoleap, and LTX Studio, as well as our influencer marketing platform, Popular Pays. We empower creators and brands to maximize their creative potential and scale their content through tailored partnerships.
We are seeking an experienced, solutions-oriented CX Content Specialist to join our London-based Customer Experience team. You will support content creation and maintenance for our Help Centre and internal knowledge base, directly impacting user engagement and support quality.
This role combines technical writing, user-centric communication, and SEO expertise in a dynamic tech environment, contributing to a seamless user experience.
Responsibilities
* Write and maintain SEO-optimized articles for the Help Centre, including FAQs, guides, troubleshooting, and feature documentation.
* Conduct keyword research to improve discoverability and align content with user intent.
* Collaborate with Product and Marketing teams to ensure content accuracy and consistency.
* Use analytics tools (e.g., Google Analytics, Zendesk Analytics) to monitor and improve content performance.
* Implement user feedback to enhance content relevance.
Internal Knowledge Base
* Develop and maintain an organized internal knowledge base for the CX team, including workflows, product details, troubleshooting, and training materials.
Cross-Functional Collaboration
* Work with Product teams to stay updated on new features, translating technical info into user-friendly content.
* Align Help Centre content with broader marketing strategies.
Additional Responsibilities
* Participate in special projects and provide regular updates.
* Advocate for the user voice within the company to improve overall customer experience.
Skills & Experience
* At least 1 year of content writing experience, with a focus on SEO, preferably in tech or SaaS.
* Strong understanding of SEO principles and tools.
* Excellent writing skills for diverse audiences.
* Knowledge of HTML/CSS and experience with CMS platforms like Zendesk Guide, Salesforce Knowledge, or Intercom.
* Analytical skills to assess content performance.
* Proactive collaboration and communication skills.
* Familiarity with AI-driven tools is a plus.
Benefits
* Stock options, private medical insurance, life assurance, transport allowance, wellbeing & professional development allowance, free on-site meals, pension contributions, holiday entitlement, vouchers, flexible working, central London office, enhanced parental leave, cycle-to-work scheme, season ticket loan, volunteering opportunities, and social activities.
Additional Details
* Employment type: Full-time
* Job function: Marketing, Public Relations, Writing/Editing
* Industry: Software Development
This job is active and accepting applications.
#J-18808-Ljbffr