Offer summary

Qualifications:

Bachelor's degree in English, Communication, or Technical Writing., At least 2 years of experience in technical writing or content development., Experience with content management systems and knowledge bases, preferably Salesforce., Strong ability to communicate technical concepts clearly to non-technical audiences..

Key responsibilities:

Create and refine CX content to ensure clarity and usability.

Audit and update internal and external Salesforce content for accuracy.

Translate workflows into clear guides for CX team members.

Collaborate with Product, Marketing, and Legal teams to keep content current and compliant.

Job description

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door.

As a CX Content Specialist, you will play a critical role in developing, organizing, and maintaining high-quality internal and external content that supports the Customer Experience (CX) team, our customers, and cross-functional partners. You will work closely with Training, Quality, and Operations teams, as well as collaborate with Product, Marketing, and Legal stakeholders to ensure content is accurate, consistent, and aligned with brand standards. You will be responsible for managing content requests, maintaining our knowledge bases, and ensuring content enables CX teams to deliver a seamless customer experience.

What You’ll Do

Create and refine CX content that aligns with Roadie’s voice and style, ensuring clarity, consistency, usability, and strong customer self-service outcomes
Regularly audit internal and external Salesforce content for accuracy and relevance, partnering with the CX Enablement team to analyze user behavior, address content gaps, and improve resources
Translate process maps and workflows provided by CX Operations Specialists into clear, digestible guides for CX team members
Partner with Product and Marketing teams to stay current on feature rollouts, enhancements, and campaigns, ensuring CX teams are equipped with the most up-to-date resources and messaging
Work with the Legal team to secure necessary approvals for external-facing content
Prioritize and organize incoming content requests based on scope, urgency, and deadlines
Ensure efficient and timely completion of deliverables based on KPIs set by the Content & Instructional Design Manager
Develop and maintain CX team macros to ensure standardized, brand-aligned communication across customer interactions
Deliver and manage internal communications for CX teams across communication channels
Optimize the knowledge base’s search experience by staying current on Salesforce features and capabilities
Provide regular updates to CX Enablement leadership regarding help center performance, content initiatives, and identified opportunities for knowledge improvement

What You Bring

Bachelor's degree in English, Communication, Technical Writing or a related field
2+ years of experience in technical writing or content development and creation
Experience with content management systems and knowledge bases, Salesforce strongly preferred
Ability to quickly grasp technical knowledge and convey relevant information in an engaging manner
Tenacity for problem-solving with exceptional patience and persistence
Excellent written and verbal communication skills, with an ability to communicate technical concepts to a nontechnical audience
Ability to produce digestible, searchable, accessible content for a variety of audiences
Self-starter and ability to work independently

Why Roadie?

Competitive compensation packages
100% covered health insurance premiums for yourself
401k with company match
Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
Flexible work schedule with unlimited PTO
Monthly 3-day weekends
Monthly WFH stipend
Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
The technology you need to get the job done

Required profile