Content & Communications Specialist

We’re Looking For A(n): Content & Communications Specialist

Location: Remote or Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA)

What You’ll Be Doing: The Content & Communications Specialist supports the execution of agent-facing content across Golden Pet Brands. This role maintains the Knowledge Base, macros, and CX enablement materials - ensuring agents have accurate, current information to drive retention, resolution, and brand trust at every customer touchpoint. 

This role translates CX program priorities and brand standards into the content agents need to do their jobs well. The Content & Communications Specialist works closely with the Support Ops Lead and partners with QA, Training, and Escalations to keep agent-facing content accurate, current, and aligned to what matters most to the business.

• Maintain the Golden Pet Customer Care Knowledge Base, ensuring SOPs, policies, workflows, process documentation, and reference materials are accurate, organized, and reflect current products, priorities, and CX standards
• Write, manage, and continuously improve agent macros, response templates, and scripting across contact types and brands
• Support the translation of CX program goals, brand positioning, and business priorities into clear agent messaging and enablement materials
• Partner with the GCC Training Manager to ensure new hire and ongoing training content reflects current standards, brand voice, and save/retention scripting
• Execute content update cycles in response to product launches, policy changes, escalation trends, and QA findings
• Maintain a content governance process - tracking what exists, what's outdated, and what gaps need to be filled
• Collaborate with the Escalations Lead and QA Lead to ensure agent content supports consistent, high-quality resolution outcomes
• Flag content gaps or messaging failures surfaced through QA, CSAT, or escalation patterns and drive resolution

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Strong writing skills with the ability to translate complex information into clear, on-brand agent-facing content
• Organized and systems-minded - comfortable owning a content library across multiple brands and contact types
• Understands how agent messaging connects to business outcomes (retention, save rate, CSAT)
• Detail-oriented with strong follow-through on content governance and update cycles
• Collaborative and cross-functional - able to gather input from multiple stakeholders and synthesize into clean, usable content
• Comfortable working in ambiguous, fast-moving environments where content needs change frequently
• Required Education: Bachelor’s Degree or equivalent work experience

• Required Experience: 

  • 1-2 years of experience in customer support, CX operations, content writing, or knowledge management
  • Demonstrated experience creating or maintaining agent-facing content (macros, scripts, SOPs, or knowledge base articles)

• Preferred Experience:  

  • Experience supporting DTC or subscription-based brands
  • Experience partnering with third-party support teams
  • Familiarity with retention scripting, save flows, or contact center training content

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $26.44-$31.73, plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.