Note: The job is a remote job and is open to candidates in USA. TechOp Solutions International is experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager leads the development, maintenance, and continuous improvement of customer support content, knowledge management resources, and content governance processes.

Responsibilities

• Lead the research, development, organization, and maintenance of knowledge base content
• Supervise Content Research Analysts and assign daily work activities
• Review customer escalations and coordinate research efforts to resolve complex inquiries
• Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies
• Analyze customer trends and recommend improvements to content, workflows, and business processes
• Collaborate with subject matter experts to validate and improve customer-facing information
• Perform additional duties as assigned

Skills

• Bachelor's degree from an accredited institution
• Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments
• Excellent leadership, communication, organizational, and stakeholder management skills
• Must meet security eligibility requirements
• Experience with CRM and knowledge management platforms

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