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Content Enrichment Specialist Job at eTeam in Rosemont

Content Enrichment Specialist Job at eTeam in Rosemont

MediabistroRosemont, IL, United States
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Position summary : The Content Enrichment Specialist is responsible for enhancing and optimizing customer-facing content to deliver seamless, helpful, and engaging experiences across digital platforms. From support portals and product pages to chatbots and knowledgebases, this role transforms raw or technical information into customer-ready formats that are findable, actionable, and on-brand.

The ideal candidate combines editorial precision, UX awareness, and data-driven thinking to ensure that content not only informs-but also empowers-customers across their journey. This role sits at the intersection of content strategy, service design, and digital experience, partnering with cross-functional teams to elevate how content drives self-service, product adoption, and brand trust.

Key responsibilities :

Content Optimization & Enhancement

  • Enrich support articles, product FAQs, onboarding materials, chatbot scripts, and in-app messages for clarity, tone, and usability.
  • Add structure, formatting, and visuals (e.g., icons, embedded videos, diagrams) to make content more scannable and helpful.
  • Write or refine metadata, alt text, tags, summaries, and excerpts to improve accessibility and presentation.

Search & Navigation Support

  • Improve the discoverability of content within customer portals, search engines, and AI-powered interfaces.
  • Apply consistent tagging, taxonomy, and categorization strategies aligned with customer intent and journeys.

    • Governance & Quality Assurance

  • Conduct regular audits of customer-facing content to identify gaps, overlaps, or outdated information.
  • Ensure all content adheres to voice & tone guidelines, readability standards, and legal or compliance requirements.

    • Cross-Functional Collaboration

  • Work closely with CX designers, customer support, product managers, and UX writers to enrich content in context.
  • Support chatbot training teams or virtual assistant designers by curating high-impact, AI-ready content inputs.

    • Continuous Improvement & Insights

  • Monitor engagement metrics, search queries, deflection rates, and feedback to identify opportunities for enrichment.
  • Recommend improvements and test new formats or delivery methods (e.g., video, microcontent, interactive guides).

    • Qualifications :

  • Bachelor's degree in communications, Digital Media, English, UX Writing, or a related field.
  • 3+ years of experience working with customer-facing content in digital platforms, support centers, or service organizations.
  • Proficiency with CMS tools (e.g., Zendesk Guide, Client Knowledge, WordPress), and content editing platforms.
  • Familiarity with SEO, accessibility (WCAG), and usability best practices.
  • Experience with customer support data (search terms, ticket drivers, article deflection) is highly desirable.
  • Comfort working with content analytics, voice-of-customer feedback, and cross-channel content strategies.

    • Preferred skills :

  • Customer-first mindset : Passionate about making content simple, helpful, and emotionally supportive.
  • Detail-driven yet holistic : Strong attention to language and structure while keeping user journeys in mind.
  • Collaborative : Skilled at working across disciplines, from UX to customer support to product.
  • Curious and adaptive : Excited to experiment with new formats, tools, and technologies like AI, automation, or personalization engines.
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    Content Specialist • Rosemont, IL, United States

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