Bolt Customer Support Content Lead Jobs in South Africa

Bolt Customer Support Content Lead Jobs in South Africa

  • We are looking for a Customer Support Content Lead to join our Knowledge Management team! Your main areas of work will be documented knowledge, support resolution processes, and user self-help. In addition, you will support the CS Learning and Development team in preparing Customer Support for product, process, market and tool changes.

  • We are looking for a team player who excels in organising their work from the initial stage of an idea to its execution and the impact analysis. In addition, you are expected to have brilliant communication skills. In this role, you will not only get a unique chance to mentor and work with agents, but also work very closely with other Content Leads, Team Leads, CS Learning & Development Team, and the Customer Support Product team.

    Your daily adventures will include:

  • Create and maintain self-help content and resolution processes according to the content strategies and guidelines

  • Assist with the team's project delivery and keep timely and transparent (documented) stakeholder communication.

  • Manage changes that affect users and ensure these are reflected timely in documented knowledge and user self-help.

  • Maintain and keep up-to-date team's Service Desk, localisation queues and change documentation

  • Actively contribute ideas to the quarterly roadmap and monthly plans.

  • Conduct content deep-dives and experiments and facilitate process testing

    We are looking for:

  • Passion for technology, user behaviour and data.

  • Preferable experience working with knowledge management, content creation, and/or process optimisation.

  • Meticulously thorough documentation skills and exceptional attention to detail.

  • Excellent project management and organisational skills.

  • Analytical mindset and readiness to work with Data Analytics tools.

  • Proven ability to simplify and communicate complex information and data with clarity
    and purpose to all levels of stakeholders.

  • Strong customer focus proven success in problem solving, teamwork, flexibility, planning and decision-making.

  • Clear and concise written and verbal communication skills together with excellent command of English.

  • Proactive, curious and critical thinker with a learning mindset.

    You will get extra credits for:

  • Having native/bilingual proficiency in additional languages.

  • Having a degree or previous work experience in business communication, digital content management, journalism or in a related subject.

    Why you’ll love it here:

  • Your daily duties will have a meaningful impact on millions of people all over the world.

  • You’ll be surrounded by the most friendly, supportive colleagues you can imagine.

  • As we grow, so will you! Bolt’s fast-paced, challenging environment offers you great opportunities for professional development.

  • You’ll always be kept informed. Our bi-weekly All Hands meetings bring our global teams together, ensuring we’re all up to speed and moving forward as one.

  • Switching off is important! At Bolt, we like to work hard and play hard. Enjoy our fun team events, office snacks, free merch and more!

    How to Apply

  • For more information and job application details, see; Bolt Customer Support Content Lead Jobs in South Africa

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