Crimson Hexagon

Help Center Administrator, Team Lead

US-MA-Boston
1 week ago
ID
2017-1302
Category
Customer Service/Support

Overview

Crimson Hexagon is the global leader in consumer insights from social media data. Powered by patented technology and an in-house data library of more than 1 trillion posts, Crimson Hexagon’s platform helps hundreds of brands and agencies answer critical business questions through the insights derived from social data. Clients include leading global organizations such as General Mills, Starbucks, Paramount Pictures, Anheuser-Busch InBev, Adidas and Twitter, and leading agencies such as TBWA, VML, BBDO, Saatchi & Saatchi, Ogilvy, Edelman and Digitas. We’re a high growth software company headquartered in Boston with offices in Chicago, New York, San Francisco and London.

Responsibilities

  • Develop and oversee the vision, strategy, day-to-day operations, and success of Crimson Hexagon’s customer facing and internal self-service Help Center
  • Lead a team of professionals responsible for the Help Center and content management, including content creation across a variety of languages
  • Contribute ideas for Help Center enhancements, infrastructure improvements, and information architecture
  • Develop a process for creating client education materials and also write content, investigate proposed articles or videos, obtain necessary approvals, and publish final copy
  • Develop requirements and acceptance criteria for customer-facing Help Center articles
  • Work closely with product, marketing, and coaching teams to regularly evolve content to improve the Help Center and maintain a competitive edge
  • Manage third party relationships with designers to ensure proper look and functionality of the Help Center
  • Identify new self-service content by assessing common support questions to enhance the client experience and the performance of the Support team

Qualifications

  • Bachelor’s degree and 3-5 years of experience in a customer-facing and/or support role
  • Primary English language required; secondary languages preferred
  • Experience with software technology and social media platforms
  • Proven ability to assess problems and articulate solutions to customers and peers
  • Experience writing and editing long form content
  • Project Management experience preferred
  • Basic web editing skills preferred (HTML, CSS)

 

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