ABOUT US

We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.
We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

Qualifications & Skills:

• 1–2 years of experience in technical writing, knowledge management, or related fields.
• Strong written communication skills, with a proven ability to create concise and effective content for various audiences.
• Experience in customer support, technical support, or customer success organizations.
• Proficiency in knowledge management systems and content governance.
• Demonstrated project management skills in fast-paced environments.
• Creative, adaptable, and solution-oriented, with a commitment to continuous learning.
• Familiarity with Zendesk Guide, system architecture, and data management

ROLE DETAILS

Type of Support: Content Specialist
Contract Duration: Permanent
Work Schedule: TBD
Work Type and Location: Hybrid, Metro Manila
Expected Start Date: April 17, 2025

THE ROLE

The Content Specialist plays a crucial role within Fi’s Customer Success organization by creating, maintaining, and optimizing the Knowledge Base (KB) to support internal Customer Success agents and external self-service platforms for Fi’s members. This position focuses on developing clear and user-friendly documentation of processes, policies, and procedures to ensure consistent member experiences and increased self-service capabilities. Collaboration with cross-functional teams will be essential to align support content with Fi’s strategic goals and deliver seamless support experiences.

WHAT YOU’LL DO:

• Content Development & Optimization
• Write, edit, and maintain Knowledge Base articles to ensure accuracy, clarity, and usability for internal and external audiences.
• Draft resources for agents, member-facing support platforms, email and chat templates, and other relevant materials.
• Continuously review and refine content to minimize duplication, resolve inconsistencies, and enhance usability for improved first-contact resolution.
• Ensure all internal support processes are clearly documented and of-date in the internal knowledge base.
• Collaboration & Alignment
• Partner with Customer Success teams to ensure procedures and training materials align with Knowledge Base documentation.
• Gather feedback from Customer Success agents on Knowledge Base usability, addressing gaps to enhance performance and member experience.
• Contribute to continuous improvement projects to align articles with organizational support strategies.
• Act as stakeholder in project workstreams for product releases and business initiatives to build relative support content.
• Communicate content changes to support organization for alignment on product, policy, or procedural updates.
• Content Management & Accessibility
• Manage process and content updates via ticketing systems, ensuring critical updates are completed within a 24-hour turnaround on business days.
• Ensure Knowledge Base content is easily accessible and navigable for both agents and members.
• Implement feedback mechanisms to refine and optimize the Knowledge Base, prioritizing clarity and simplicity.
• Action and achieve a monthly content management goal aligned with Content Team KPIs, as defined by your leader at the beginning of each month.

WHAT WE EXPECT FROM YOU:Core Competencies:

• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Problem-Solving: Proactively identifies and resolves content gaps to enhance user experience. Effectively partners with cross-functional teams to align content with organizational goals.
• Adaptability: Thrives in a fast-paced environment and embraces changes to improve processes and outcomes.
• Priority Setting: Spends his/her time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus
• Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
• Written Communications: Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Tools & Platforms:

• Knowledge management systems (e.g., Zendesk Guide).
• Collaborative tools (e.g., Slack, Asana, ticketing systems).
• Content management and process documentation frameworks.

Qualifications & Skills:

• 1–2 years of experience in technical writing, knowledge management, or related fields.
• Strong written communication skills, with a proven ability to create concise and effective content for various audiences.
• Experience in customer support, technical support, or customer success organizations.
• Proficiency in knowledge management systems and content governance.
• Demonstrated project management skills in fast-paced environments.
• Creative, adaptable, and solution-oriented, with a commitment to continuous learning.
• Familiarity with Zendesk Guide, system architecture, and data management.