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At 1stDibs, its our mission to enrich lives with extraordinary design. As a marketplace for furniture, art, jewelry, & fashion, we are continuously invested in creating beautiful experiences for our users, & are currently seeking an accomplished Manager, Customer Enablement & Content Delivery to join our Revenue Operations team. 

As 1stDibs' Manager, Customer Enablement & Content Delivery, you will play a critical role in helping to build a best in class luxury experience. In this position, you will be responsible for developing insightful & compelling support center content to help users find one of a kind pieces, communicate with dealers & makers, & navigate the 1stDibs platform with ease. You will work cross functionally with Product, Customer Experience, Sales, & Marketing teams to own the creation & commercialization of support content for the Trade & Consumer buyer segments. You will also find creative & engaging ways to adapt content to train our growing Sales & Support teams. 

Top priority projects will include collaborating with key stakeholders to ensure accuracy of content on 1stDibs Support Center, promoting searchability through on-site content placement, developing content for self-service capabilities, providing strategic insight into future high-impact areas to improve the customer experience, & creating a process to ensure internal teams are trained on site changes to best serve our customers.  

Candidates should have strong writing skills, an obsession for detail, & the ability to work cross functionally. 

What Youll Do

  • Lead the efforts to ensure & uphold accuracy of 1stDibs Support Center content
  • Gather information from subject matter experts on our ever-evolving internal processes & platform features
  • Organize, maintain, & update a growing library of support center content
  • Possess a customer-first mentality & obsessively think about problems through the lens of our consumers
  • Write clear & concise support center content that distills technical knowledge into easy to consume articles for consumers & employees
  • Edit content to ensure it is grammatically correct, technically accurate & tonally appropriate for 1stDibs brand
  • Partner with the Product team, attend meetings, & review release notes to translate information into how-to documentation 
  • Identify opportunities to leverage Support Center content to reduce inbound customer service traffic through self-service, chat, or other means
  • Develop world class self help resources that allow our customers to get effective help
  • Partner with Sales & Customer Experience management to develop & deliver training as part of new hire onboarding & continuing education
  • Gather feedback from employees on training, identify opportunities for improvement, & implement recommended changes
  • Find creative ways to surface content to Sales & Customer Service Associates so they have they information they need, when they need it
  • Provide reporting & analytics on the consumption & impact of support center content

What Youll Bring

  • Bachelors degree in Business, Marketing, Creative Writing, English or other writing-intensive liberal arts discipline
  • 3-5 years of work experience, with 2+ in content management or customer service
  • Expert in writing, editing, & proofreading content for digital consumption
  • A detail oriented & highly organized approach to managing & tracking work
  • Proven ability to work cross-functionally with multiple stakeholders
  • A driver with a get it done attitude who can proactively anticipate business needs
  • Experience managing support communities & developing training materials for a growing business
  • Ability to learn quickly by asking questions and 
  • Excellent oral, written, & presentation skills, as well as ability to communicate effectively across multiple organizational levels & roles
  • Comfort with Learning Management Systems & Salesforce a plus
 
 
 
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