Customer Operations Content Specialist

Ibotta
Denver
Workplace: HybridFull timeUSD 38,000 - 47,000Function: Customer Support (Service Desk)Skills: ["Detail-oriented","Collaboration","Communication","Organization","Self-directed"]

Own and optimize Customer Operations Help Center and knowledge base content, ensuring accuracy, consistency, and adherence to the official Voice & Tone. Partner with the Content and Communications team to improve self-service using Zendesk content tools, analytics, and reporting on deflection and ticket trends. Scale chatbot capabilities and automated ticket deflection through documentation, data-driven iteration, and pilots of AI and knowledge management tools.

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FursaFursa
Ibotta
Ibotta
11 hours ago

Customer Operations Content Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own and optimize Customer Operations Help Center and knowledge base content, ensuring accuracy, consistency, and adherence to the official Voice & Tone. Partner with the Content and Communications team to improve self-service using Zendesk content tools, analytics, and reporting on deflection and ticket trends. Scale chatbot capabilities and automated ticket deflection through documentation, data-driven iteration, and pilots of AI and knowledge management tools.
Location: Denver
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Create and maintain streamlined systems and content across Customer Operations Help Center and knowledge bases.
  • •Maintain Help Centers, chatbots, and Zendesk tools, using content metrics to improve self-service and ticket deflection.
  • •Drive chatbot performance and automated ticket deflection by scaling chatbot capabilities and optimizing personalization and customer experience.
  • •Oversee creation, auditing, and optimization of knowledge base content while guarding official Voice & Tone; manage content streams like newsletters and Slack.
  • •Monitor asynchronous channels and meetings for takeaways, respond to team tags, forecast/sync content for rollouts, and pilot AI/knowledge management tools with structured feedback.

Pay and Benefits

Salary: USD 38,000 - 47,000
Equity and Bonus:Equity
Perks:MedicalDentalVision401kEquity

Key Requirements

  • •Experience in a Business Operations role is required.
  • •Minimum 2 years of experience within the Customer Operations organization preferred (Care Operations experience is a plus).
  • •Strong written and verbal communication skills, including the ability to edit copy, take feedback, and summarize complex information clearly.
  • •Results-driven, self-directed, and highly organized with the ability to manage multiple priorities and projects.
  • •Proficiency in G Suite applications is required.
Experience:Customer operations
Skills:Detail-orientedCollaborationCommunicationOrganizationSelf-directed
Tech Stack:ZendeskChatbotsAPI integrationsG SuiteExcelPowerpointSalesforceSlackMacros

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Ibotta
Ibotta is a mobile cashback and rewards platform that enables consumers to earn rebates and discounts on grocery, retail, and online purchases while providing brands and retailers with promotional and shopper insights.
Industry: E-commerce
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Series D
Headquarters: Denver, United States
Founded: 2012
WebsiteLinkedIn