CX Content Specialist

About Roadie

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility, and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes—from urban hubs to rural communities—Roadie provides seamless, scalable solutions that meet a variety of delivery needs. With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions for local same-day delivery, big and bulky items, ship-from-store, and DC-to-door logistics.

The Role

As a CX Content Specialist, you will play a critical role in developing, organizing, and maintaining high-quality internal and external content that supports the Customer Experience (CX) team, customers, and cross-functional partners. You will work closely with Training, Quality, and Operations teams while collaborating with Product, Marketing, and Legal stakeholders to ensure content is accurate, consistent, and aligned with brand standards. This position is essential for managing content requests, maintaining knowledge bases, and enabling CX teams to deliver a seamless customer experience.

Key Responsibilities

• Create and refine CX content that aligns with Roadie's voice and style, ensuring clarity, consistency, usability, and strong customer self-service outcomes
• Regularly audit internal and external Salesforce content for accuracy and relevance, partnering with the CX Enablement team to analyze user behavior, address content gaps, and improve resources
• Translate process maps and workflows provided by CX Operations Specialists into clear, digestible guides for CX team members
• Partner with Product and Marketing teams to stay current on feature rollouts, enhancements, and campaigns, ensuring CX teams are equipped with up-to-date resources and messaging
• Work with the Legal team to secure necessary approvals for external-facing content and ensure compliance
• Prioritize and organize incoming content requests based on scope, urgency, and deadlines
• Ensure efficient and timely completion of deliverables based on KPIs set by the Content & Instructional Design Manager
• Develop and maintain CX team macros to ensure standardized, brand-aligned communication across all customer interactions
• Deliver and manage internal communications for CX teams across multiple communication channels
• Optimize the knowledge base's search experience by staying current on Salesforce features and capabilities
• Provide regular updates to CX Enablement leadership regarding help center performance, content initiatives, and identified opportunities for knowledge improvement

What You Bring

• Bachelor's degree in Communications, Marketing, Business, Technical Writing, or related field (or equivalent professional experience)
• 2-4 years of content creation, content management, technical writing, or customer support experience
• Demonstrated ability to create clear, concise, user-friendly content for diverse audiences
• Experience with knowledge management systems, content management systems (CMS), or similar platforms—Salesforce experience is a plus
• Strong organizational skills with ability to manage multiple projects and priorities simultaneously
• Excellent written and verbal communication skills with strong attention to detail
• Ability to work collaboratively with cross-functional teams in a fast-paced environment
• Familiarity with customer experience principles and best practices in support documentation
• Proficiency with Microsoft Office Suite and Google Workspace
• Experience with instructional design, style guides, or brand guidelines is beneficial

Why Join Roadie

As a UPS company, Roadie offers competitive benefits, professional development opportunities, and the chance to work on a product that directly impacts logistics and delivery innovation. You'll be part of a team dedicated to improving customer experience at scale, working with modern platforms and collaborative cross-functional teams. This remote position offers flexibility while maintaining meaningful connections with team members across the organization.

💰 Compensation not publicly listed. Market estimate for similar roles: from $65K, varying by experience and location.