Content Analyst: Support Workflows For Peloton

Peloton is searching for a Content Analyst: Support Workflows for the Member Support organization. In this role, you will collaborate with other teams and departments to ensure content is developed, managed, and updated with a specific emphasis on Support workflows. There is a very large need to increase the amount, quality, accuracy, and currency of this content to ensure all Support Associates have clear, simple, and effective material readily accessible to do their jobs well.

Collaborate with other teams and departments to ensure Member Support is prepared for changes and updates within our internal chatbot system.
Help develop goals for chatbot content, including workflow amounts and the direction and aim of writing.
Help develop templates that are easy to adapt and apply.
Review technical documents for clarity, grammar, content, and style.
Work with selected technologies to develop workflow-based material.
Monitor engagement and constantly optimize the library of chatbot content to ensure accuracy, currency, and minimize duplicative or contradictory material.
Help create reference materials that enable Associate proficiency during formal training evolutions as well as when they are in practical application and on the job.
Continually improve chatbot strategy based on departmental engagement and needs.
Manage relationships with key stakeholders in order to continually improve our chatbot system.
Ensure alignment across all Support documents: including process, procedure, macros, training information, workflows, and KB articles.
Draft accurate, compelling, and editorially proficient written communications for internal and external audiences.

Have 1–2 years of customer service experience.
Have 1–2 years of writing/editing experience or applicable Bachelor’s Degree in a related field.
Familiarity with ADA chatbot or similar self-service chatbot system.
Proficiency creating workflow charts and conversational design.
Can ensure that complex topics get translated into digestible and understandable text.
Highly organized and detail-oriented.
Demonstrated project and time management skills.
Able to adapt to changes and adhere to deadlines.
Understanding of system architecture, data management, and integrations.
You have a passion, skills, and proven experience in investing and developing new processes.
Effective oral, presentation, and written communication skills.
Someone who is creative, flexible, open-minded, and ready to learn new skills.
Prior experience writing chatbot content preferred.

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