Support Knowledge and Content Manager

The Role:

The Support Knowledge and Content Manager is responsible for owning and architecting the content that powers Gametime's chatbot (Dot), IVR, Help Center, and agent responses. This role plays a crucial role in reducing fan effort, deflecting contacts, and increasing agent efficiency, while maintaining a high standard of clarity, empathy, and speed. The ideal candidate will demonstrate key competencies in content operations, UX writing, and cross-functional collaboration to drive success in this role.

Key Responsibilities

• Own fan-facing support content across Dot (chatbot), IVR flows, Help Center articles, and email/chat templates to ensure accuracy, consistency, and helpfulness.
• Audit and optimize agent macros to support fast, on-brand, and clear fan responses across contact channels.
• Increase automation and deflection by turning operational workflows into intuitive self-service paths.
• Maintain message consistency across agents, tools, and touchpoints.
• Collaborate cross-functionally with Product, Marketing, Engineering, and Fan Ops to support feature launches, campaign messaging, and proactive communication needs.
• Continuously iterate and improve content, staying ahead of issues, scaling updates, and reducing duplicate or outdated content.

Key Competencies: Each competency has a description that connects directly to the tasks in the job.

Technical Skills

• Content Architecture and Management: Proficiency in creating and managing content for self-service, support agents, and automation tools (e.g., chatbot, IVR, Help Center).
• Support Tools Familiarity: Familiarity with support tools like Kustomer or similar.
• Content Portfolio: Ability to demonstrate clarity, consistency, and impact through a portfolio of support or service content.

Interpersonal Skills

• Cross-functional Collaboration: Ability to collaborate effectively across teams and communicate with key stakeholders such as Ops, Product, and Marketing.
• Communication: Strong communication skills, especially in cross-functional environments.

Problem-Solving and Decision-Making

• Operational Rigor and Editorial Sharpness: Demonstrates strong critical thinking by blending editorial sharpness with operational rigor to write clear answers and scale them.
• Organizing Chaos: Proactive in identifying challenges and implementing solutions by simplifying complex workflows into clean, fan-friendly explanations.
• Strategic Content Thinking: Ability to see content as a strategic lever for reducing cost, improving CX, and enabling scale.
• Cross-channel and Cross-team Thinking: Ability to proactively solve for gaps or friction points that others miss.

Minimum Qualifications

• Experience: 3–5+ years in content operations, UX writing, customer experience, or a related field.
• Other Requirements: Experience creating content for self-service, support agents, or automation tools (e.g., chatbot, IVR, Help Center).

Preferred Qualifications

Experience: Experience working with style guides, localization, or knowledge management systems.

At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

Originally posted on Himalayas