The B2B CX Process and Content Lead is responsible for improving the quality, consistency, and effectiveness of B2B customer support content and process documentation. The role partners closely with the B2B CX Business Partner to develop and continuously improve chatbot playbooks, internal knowledge articles, and customer-facing Help Center content that enable faster issue resolution and a better customer experience.
Key responsibilities include:
- Support the B2B CX Strategy Partner in documenting, reviewing, and improving B2B support content and experience-enabling process materials.
- Create new Gigi playbooks for B2B use cases and review existing playbooks to identify gaps, improve concern probing, and strengthen handling logic and routing flows.
- Create new Partner Support Wiki articles and review existing articles to ensure handling procedures are complete, current, accessible, and aligned with operational requirements.
- Create new Help Center articles and review existing articles to improve clarity, tone, structure, troubleshooting guidance, and overall customer self-service experience.
- Coordinate with business, operations, servicing, and other relevant teams to validate content accuracy and secure alignment before publication, consistent with the documented need to have internal procedures and support materials approved and cascaded properly.
- Help standardize content structure, readability, and usability across B2B support artifacts to improve handling consistency and reduce support friction.
- Track progress of assigned content workstreams and provide status updates, issues, and recommendations to the B2B CX Strategy Partner.
Competencies
- Strong process documentation and content development capability
- Customer experience orientation
- Structured thinking and attention to detail
- Stakeholder management and cross-functional coordination
- Strong written communication and editing skills
KEY RESULT AREAS AND PERFORMANCE INDICATORS
- Improved clarity and usability of B2B support content for internal and external users
- Reduction in content-related confusion or support friction
- Positive stakeholder feedback on content usefulness and accuracy
Financial
- Better support efficiency through clearer, more usable documentation
- Reduced rework caused by outdated, inconsistent, or incomplete support content
- Improved leverage of self-service and agent guidance materials
Process
- Timely completion of new and revised playbooks and articles
- Percentage of priority B2B content reviewed within engagement period
- Percentage of approved revisions published or endorsed for publishing
- Improved consistency of process and content documentation across B2B support materials People
- Effective collaboration with the B2B CX Strategy Partner and key stakeholders
- Strong ownership, responsiveness, and follow-through across assigned workstreams
- Contribution to knowledge-sharing and documentation discipline within the team
Qualifications
- Educational Background – Communications, Technical Writing, Business, Customer Experience, Operations, Marketing, or any related degree
- Years of Work Experience – At least 2 to 4 years of relevant experience in content, knowledge management, process documentation, customer support content, CX, or related work
Work Background
- Experience creating or revising process documents, knowledge base content, support content, or customer guidance materials
- Experience working with cross-functional stakeholders in operations, servicing, product, or customer experience environments
- Experience supporting transformation, documentation, or process improvement initiatives is preferred
- Experience in B2B aftersales support, or customer service/BPO operations is highly preferred
Level of Knowledge
- Strong understanding of customer support content types and their use cases
- Strong knowledge of content review, rewriting, and quality improvement
- Working knowledge of process documentation and support operations
- Familiarity with generative AI tools, chatbot playbooks, internal knowledge bases, and self-service support content is preferred
