User Support - Senior Central Content Lead

About the role
The User Support Operations team needs a Senior Central Content Lead to ensure that our agents on an offshore site have the resources to solve our support issues and our customers have public-facing resources that are accurate and useful.
We need to ensure the people who are in contact with them are armed with the correct knowledge and tools to do so, as we aim to provide the best customer support for our riders and hunters. The Senior Central Content Lead will play a vital role in ensuring all offshore agents are aligned on a solid customer support logic.
Responsibilities
Own content across multiple channels, spanning different languages
Learn and master multiple knowledge base and content management tools
Proactively identify opportunities to improve workflow and processes
Manage stakeholders across our organization
Strike the right tone in your copy and distill complex ideas into formats that are easily understandable
Report results and insights

Qualifying attributes
Proven experience of working in a customer support role and in a Team Lead position
Excellent communication skills, both in speaking and writing with previous experience of creating, editing, and developing support content
Highly-organized and able to effectively design and execute on multiple workflows from various Voi internal stakeholders
Fluency in English is a requirement, and any additional fluent language skills in German, French, or one of the Nordic languages is of merit
Demonstrated ability to manage offshore personnel
Able to work rotating shifts (day/ evening/ weekend)


Team belonging
You are part of the User Support Ops Team where you primarily will work and build a Content Management program. You will report to the Head of User Support Operations. There is a possibility of managing a team of Content Specialists in the future, dependent on our team’s trajectory.