Remote Content Research Manager ( Call Center)

1 month, 2 weeks ago
Full-time
Lead
Customer and Technical Support
TechOp Solutions International

TechOp Solutions International

TechOp Solutions International offers specialized consulting services that combine operational and technical expertise to assist various organizations, including government and commercial entities, in preparing for and responding to security threats.

Internet Software & Services
51-250
Founded 2005

Description

  • 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.
  • Ensure customer-facing information remains accurate, current, and easily accessible.
  • Perform additional duties as assigned.

Requirements

  • Bachelor’s degree from an accredited institution.
  • Minimum of 6 years of experience in knowledge management, content development, customer support, or related operational environments.
  • Experience with CRM and knowledge management platforms preferred.
  • Excellent leadership, communication, organizational, and stakeholder management skills.
  • Must meet security eligibility requirements.

Benefits

  • Equal Opportunity Employer with nondiscrimination protections across race, religion, national origin, age, disability, sex, veteran status, sexual orientation, gender identity, and other protected characteristics.

Interested in this position?

Apply directly on the company website

Apply Now

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