IT Production Manager overseeing critical IT services for banking at BCR. Focus on incident management and communication with business and technical teams.
About the role
- Customer Content Producer at ClickSend creating engaging online resources for customer enablement and product education. Responsible for videos, articles, and assets to aid customer support.
Responsibilities
- Act as the creator and owner of customer facing knowledge articles, working with product managers and subject matter experts to gather the detail.
- Ensuring help articles align to a standardised format, categorisation, tone of voice, and are written in a way to allow customers to solve their questions.
- Optimise existing and new articles for AI, ensuring they are compatible with AI products used by ClickSend’s support and sales teams (eg FinAI), as well as being discoverable by external AI products and LLMs.
- Work with product, marketing, sales and customer teams to support new feature, UI changes and product releases with new and/or updated content as part of a scheduled release plan or GTM strategy.
- Implement sustainable and thorough processes for auditing existing articles, scheduling requests from within the business, and uncovering opportunities for new articles to better serve our customers and reduce ticket volume.
- Delivering monthly reviews of site performance, customer journeys and trends to be shared with customer teams and management
- Produce developer focused content, articles, videos and guides, distribute and grow developer communities like ClickSend’s Reddit channel
- Act as the creator and owner of customer facing video content like Welcome To, How To videos published in ClickSend’s YouTube channel and used for conversation rate optimisation via onboarding and nurture journeys
Requirements
- Proven experience in customer content creation, content marketing, or a similar role, preferably in the technology or software industry.
- Exceptional writing and editing skills, with a portfolio of work that demonstrates your ability to create compelling customer content across different formats.
- Experience creating content that supports go-to-market strategies, product positioning, and messaging.
- The ability to collaborate effectively with cross-functional teams, including product, sales, and engineering.
- A self-motivated and results-oriented mindset, with the ability to manage multiple projects and deadlines.
- Strong analytical and research skills.
- Experience with video creation and editing.
- Graphic design skills would be highly valued.
- Familiarity with the cloud communications (CPaaS) industry is a plus!
Benefits
- WHERE YOU WORK MATTERS: We understand the benefit of a flexible schedule where you can best impact both your personal and work life, so we offer a hybrid working arrangement, work from home set up reimbursement and a global mobility policy.
- PUT FAMILY FIRST: We know that building a family take priority, therefore we offer a generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver
- CELEBRATE YOURESELF: By providing a day off for your birthday, we want you to take the time to celebrate the year you’ve had with your nearest and dearest.
- TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
- STAY HEALTHY: Physical wellness supports mental wellness, so we offer a monthly fitness reimbursement allowance and other wellness programs
- TAKE THE NEXT STEP: Coaching and career development support, including access to a range of online professional development courses
- CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
- MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
- TREAT YOURSELF: Access to Reward+ program that offers a wide range of discounts and deals across retail, entertainment and much more.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
IT Production Manager monitoring business services and related IT applications for BCR. Conducting investigations and coordinating incident management in IT with communication across teams.
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