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Otonomee is seeking a detail-oriented MX (Member/Customer Experience) Internal Content & Process Writer to join its brand-new MX Content team. This role is pivotal in ensuring that the Standard Operating Processes (SOPs) that guide the operations of the Member Care team are documented, optimized, and standardized effectively. The position emphasizes remote work and is based in Portugal.
As an Internal Content & Process Writer at Otonomee, your main responsibilities will involve:
Collaborating closely with Support Operations Subject Matter Experts (SMEs) to collect requirements, map workflows, and confirm the accuracy of documents.
Developing content that is not only clear and accurate but also actionable for both internal Member Care Representatives (MCRs) and partner teams.
Documenting and standardizing SOPs related to essential support processes. It's crucial that these documents are clear, consistent, and scalable across all member interaction points.
Writing with channel-specific awareness. You will need to consider how processes vary between live chat, phone, email, and AI-assisted support contexts.
Identifying and rectifying inefficiencies in current workflows using process analysis and team feedback. This proactive approach aims at improving the overall support systems.
Auditing and maintaining existing SOP content across various internal platforms to ensure the ongoing accuracy and usability of documents.
Translating complex information into clear, understandable content that is practical for daily use.
To be successful in this position, you should possess the following qualifications:
Proven experience as a content writer, technical writer, or similar, ideally in the Customer Experience domain.
A strong understanding of how support teams operate, including the daily challenges and needs faced by support agents.
Excellent process thinking skills—this means the ability to not just write down steps but to understand their purpose and how they can be improved.
Exceptional written English and attention to detail, particularly regarding the clarity, consistency, and overall structure of content.
Additionally, the following qualifications are considered advantageous:
Experience working in support or support operations roles.
Familiarity with how AI tools are integrated into support workflows.
Understanding of different customer service platforms such as Zendesk, Salesforce, or Intercom.
A genuine appreciation for clean information architecture and intuitive, navigable content.
This full-time role comes with a competitive salary and various benefits designed to support both professional growth and personal well-being, including:
Fully remote work based in Portugal.
Health insurance coverage.
Flexible benefits to suit individual needs.
An internet allowance of €20 per month to support remote working.
A meal allowance of €7.63 for each working day.
Required work equipment will be provided.
Home office allowance to enhance your working environment.
A designated Buddy upon joining to help ease your transition into the company.
Access to an online gym and wellness studio for physical and mental well-being.
Opportunities for professional growth.
Engaging company events and team outings to foster camaraderie and team spirit.
Autonomy and responsibility in handling tasks and projects.
Otonomee emphasizes a structured recruitment process to help ensure that candidates are the right fit for their team. The hiring process includes:
A 30-minute interview using Teams with the Recruitment Team to discuss your background and assess your fit for the role.
A language test if required by the role for assessing communication skills.
A subsequent 45-minute interview using Teams with the Hiring Team to delve deeper into your experience and skills.
In summary, the MX Internal Content & Process Writer position at Otonomee offers a unique opportunity for professionals looking to contribute to enhancing the efficiency and clarity of customer support processes. With its fully remote setup, competitive benefits, and potential for personal career growth, this role is ideal for individuals passionate about content creation and customer experience.
Joining Otonomee as a full-time Internal Content & Process Writer provides the chance to play a vital role in improving operations that benefit both the team and the customers they serve. If you have a background in writing and a knack for understanding processes, this could be the perfect opportunity for you.
This job offer was originally published on remotive.com
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
