Support Knowledge and Content Manager

The Role:

The Support Knowledge and Content Manager is responsible for owning and architecting the content that powers Gametime's chatbot (Dot), IVR, Help Center, and agent responses. This role plays a crucial role in reducing fan effort, deflecting contacts, and increasing agent efficiency, while maintaining a high standard of clarity, empathy, and speed. The ideal candidate will demonstrate key competencies in content operations, UX writing, and cross-functional collaboration to drive success in this role.

Key Responsibilities:

• Own fan-facing support content across Dot (chatbot), IVR flows, Help Center articles, and email/chat templates to ensure accuracy, consistency, and helpfulness.
• Audit and optimize agent macros to support fast, on-brand, and clear fan responses across contact channels.
• Increase automation and deflection by turning operational workflows into intuitive self-service paths.
• Maintain message consistency across agents, tools, and touchpoints.
• Collaborate cross-functionally with Product, Marketing, Engineering, and Fan Ops to support feature launches, campaign messaging, and proactive communication needs.
• Continuously iterate and improve content, staying ahead of issues, scaling updates, and reducing duplicate or outdated content.

Key Competencies: Each competency has a description that connects directly to the tasks in the job.

Technical Skills:

• Content Architecture and Management: Proficiency in creating and managing content for self-service, support agents, and automation tools (e.g., chatbot, IVR, Help Center).
• Support Tools Familiarity: Familiarity with support tools like Kustomer or similar.
• Content Portfolio: Ability to demonstrate clarity, consistency, and impact through a portfolio of support or service content.

Interpersonal Skills:

• Cross-functional Collaboration: Ability to collaborate effectively across teams and communicate with key stakeholders such as Ops, Product, and Marketing.
• Communication: Strong communication skills, especially in cross-functional environments.

Problem-Solving and Decision-Making:

• Operational Rigor and Editorial Sharpness: Demonstrates strong critical thinking by blending editorial sharpness with operational rigor to write clear answers and scale them.
• Organizing Chaos: Proactive in identifying challenges and implementing solutions by simplifying complex workflows into clean, fan-friendly explanations.
• Strategic Content Thinking: Ability to see content as a strategic lever for reducing cost, improving CX, and enabling scale.
• Cross-channel and Cross-team Thinking: Ability to proactively solve for gaps or friction points that others miss.

Minimum Qualifications:

• Experience: 3–5+ years in content operations, UX writing, customer experience, or a related field.
• Other Requirements: Experience creating content for self-service, support agents, or automation tools (e.g., chatbot, IVR, Help Center).

Preferred Qualifications:

Experience: Experience working with style guides, localization, or knowledge management systems.