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Manager, Support Content

Date posted 09/30/2019 Requisition Number: 246780BR Location: United States - Connecticut - Stamford Area of Interest: Customer Operations Position Type: Full Time
JOB SUMMARY
This position will lead Charter’s Online Support team, providing customers self-support and troubleshooting content across multiple portals. He/she will drive the execution of an interactive, dynamic and rich self-service experience for Charter’s customers by writing and publishing online support content and analyzing areas for improvement in design, content, and usability.

The ideal candidate will have experience in online support website development, design and publishing. Candidates must demonstrate strong understanding of digital strategy, best practices in web design and copywriting along with excellent communication skills. Expertise coding html web pages and analyzing data, using systems like Drupal, Wordpress, Omniture, Adobe Target, and Oracle is a plus. This role is responsible for remaining abreast of the latest CMS developments and trends – including personalization, predictive analytics, application performance tuning and optimization, application customization and 3rd party integration. Candidates must thrive in a fast-paced environment, have a keen eye for detail and possess a collaborative spirit.


MAJOR DUTIES AND RESPONSIBILITIES
Lead the creation and delivery of engaging self-support content that both captures the customer’s interest and allows them to self-service with little effort.

Develop interactive digital content to be delivered over the web.

Work with Marketing and external agencies to produce short-form self-help videos.

Help define intuitive troubleshooting and customer process flows to enable self-service.

Leverage a foundational knowledge of Charter’s Spectrum Business products and relationships with subject matter experts to review and edit content, making certain it is accurate and relevant.

Leverage SEO and natural language concepts to optimize the customer’s search for support information based on the customer’s terminology and description of the problem.

Continuously iterate and improve content based on customer feedback.

Collaborate with Marketing and Product to ensure a consistent brand tone in all customer communications.

Deeply engage with the Customer Care and Product teams to identify current customer pain points and quickly develop new
content, particularly as part of new product introductions.

Support service alerts with the timely delivery of critical information and tips for affected customers.

Oversee and develop content and publishing teams, track team performance and goals and manage content through the entire lifecycle.

Evaluate intake requests, develop content plans and ensure content plans address customer call drivers and pain points.

Verify content adheres to style and accessibility guidelines.

Provide publishing team guidance on layout and content intent, maintain support content process documentation and lead team collaboration and peer content sessions.

Collaborate with publishing team on business requirements for publishing tools (Content Management System).


REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Drive to work with the quickly-evolving digital media environment with a demonstrated understanding of the digital communications landscape
  • Extensive knowledge of emerging digital trends and technologies
  • Project management skills
  • Ability to manage multiple projects while coordinating efforts across a variety of functional areas
  • Technically savvy
  • Proficiency with Content Management Systems (e.g. Drupal)
  • Understands basic web technologies (CSS, HTML, XML)
  • Exceptional written communications skills
  • Exceptional verbal communications skills
  • Ability to author and edit effective customer communications
  • Strong analytical approach to presenting recommendations and making decisions
  • Independent thinker
  • Customer focused
Education
BA/BS required or equivalent experience

Related Work Experience
5+ Years - Experience in developing self-support and/or training content
2+ Years - Experience in leading content management
2+ Years - Experience working for companies with technology or software products


WORKING CONDITIONS
Office environment
Some travel required

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: HQ452 Business Unit: Customer Operations Apply Later

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