CX Content Specialist

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. For more information, visit  www.roadie.com .

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 total rewards package

100% company-paid health insurance for yourself

401(k) with company match

Tuition & student loan repayment assistance- yes, we’ll contribute directly to your student loans!

Remote-first environment

Unlimited PTO

Inclusive family leave policy that supports all new parents

Paid Wellness Days in addition to Company holidays 

Monthly WFH stipend

Paid sabbatical leave- tenured Roadies are given extra time to unplug, rest, and explore

The technology you need to get the job done

This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.