Crimson Hexagon

  • Manager, Self-Service Help Center

    Job Locations US-MA-Boston
    Posted Date 2 months ago(2/14/2018 2:17 PM)
    Customer Service/Support
  • Overview

    Crimson Hexagon helps global brands better understand their consumers. With instant access to the world’s largest volume of unstructured text and images across social, online public, and enterprise-held data sources, Crimson Hexagon’s AI-powered consumer insights platform allows clients to analyze audiences, track brand perception and campaign performance, and even detect competitive and market trends. Our clients include Anheuser-Busch InBev, Adidas, General Mills, Paramount Pictures, and Twitter. We’re a high growth software company headquartered in Boston with offices in Chicago, New York, San Francisco and London. Find us on Twitter and on LinkedIn.


    We are seeking a Manager of our Self-Service Help Center.  You will lead our organization-wide initiative to transform existing self-service materials into high-quality, easily digestible content.  Your contributions will enable Crimson Hexagon to provide superior support to our clients, along with helping to indirectly drive net new global client revenue.  We want a visionary individual with strong content management and curation skills, who wants to make an impact within a rapidly evolving organization.


    • Develop and oversee the vision, strategy, day-to-day operations, and success of our customer facing and internal self-service Help Center.
    • Manage a small team that is responsible for Help Center content management and curation, including content creation across multiple languages.
    • Provide recommendations for Help Center enhancements, infrastructure improvements, and information architecture.
    • Develop a process for creating client education materials. Create content, investigate proposed articles or videos, obtain necessary approvals cross functionally, and publish final copy.
    • Create requirements and acceptance criteria for customer-facing Help Center articles.
    • Works closely with Product, Marketing, and Coaching teams to update content regularly to improve the Help Center and maintain a competitive advantage.
    • Manage third party relationships with designers to ensure proper aesthetic and functionality of the Help Center.
    • Identify new self-service content by reviewing common support questions to enhance the client experience.


    • Bachelor’s degree and 2-5 years of experience in a managerial position.
    • Minimum of 6 years of work experience required.
    • Preference for individuals who have previously managed Help Centers.
    • Familiarity with software technology and social media platforms.
    • Experience writing and editing long form content.
    • Project management, content management and curation experience preferred.
    • Proven ability to assess problems and articulate solutions to customers, peers and cross functional teams.
    • Primary English language proficiency required; secondary languages preferred.
    • Basic web editing skills preferred (HTML, CSS, Java).


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