Related skills
salesforce zendesk instructional design training development documentation management📋 Description
- Conduct a comprehensive audit of existing support documentation to identify gaps and inefficiencies
- Redesign and implement a documentation structure enabling agents to find accurate info quickly
- Create, update, and maintain process docs, knowledge base articles, guides
- Develop training materials to onboard agents faster and improve quality
- Lead doc/training readiness for product launches and process changes
- Partner with BPO leads and internal stakeholders to improve performance and governance
🎯 Requirements
- 4+ years in documentation management, instructional design, or training
- Auditing and restructuring large documentation repositories to improve self-service
- Clear, concise documentation and training materials that drive improvements
- Experience with BPO/vendor partners to influence quality standards
- CRM platforms such as Salesforce Service Cloud, Zendesk
- Data-driven mindset to measure impact on CSAT and handle time
🎁 Benefits
- Full access to Udemy courses and a monthly UDay
- Budget for continued learning and AI-focused experimentation
- Growth within a global Customer Operations team
- Collaborative, inclusive culture in Denver
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