CX AI Content Analyst

3 days ago

Dublin, Dublin City, Ireland Manpower Ireland Full time

Company Description

Dropbox builds simple, powerful products for people and businesses. 500 million people around the world use Dropbox to work the way they want, on any device, wherever they go. With 200,000 businesses on Dropbox Business, we're transforming everyday workflows and entire industries.

We believe technology should get out of the way, so there's no limit to what people can do. We're a thoughtful, tightly-knit team that's committed to realizing ambitious ideas.

Role Description

As an AI Content Analyst on the Dropbox CX Scaled Content Delivery team, you'll analyze AI generated content gap dashboards to determine the best course of action to address content gaps. You'll work with internal and vendor partner teams to implement and action content optimization suggestions. This is a fast-paced, globally distributed team that "translates" technical concepts into clear, concise copy to ensure our CX agents and customers have a successful experience with our products.

This is a fully remote role (within Ireland) on a 12 month contract.

Responsibilities:

  1. Analyze support issues to identify trends and content gaps in the knowledge base.
  2. Review and evaluate existing knowledge base content for clarity and completeness.
  3. Create analytics documentation for AI content gap analysis to support data-driven decisions.
  4. Evaluate AI-generated content for accuracy and relevance to ensure it meets our standards.
  5. Optimize knowledge base and help center content to effectively close identified content gaps.
  6. Communicate progress and outcomes of content gap analysis to internal teams, vendor partner teams, and leadership.
  7. Provide feedback for LLM improvements to content generation.
  8. Prioritize content optimization efforts to make the most impact and provide the best feedback to the AI team.
  9. Create and update knowledge base and help center content based on analysis of AI content gap suggestions.

Requirements:

  1. 2+ years of editorial content development, preferably in CX capacity.
  2. Strong analytical skills with a focus on content evaluation.
  3. Experience with knowledge bases and help center content management.
  4. Excellent communication skills to relay findings and recommendations.
  5. Understanding of support issues and customer service processes.
  6. Proficiency in data analysis tools and documentation practices.
  7. Ability to work autonomously, with excellent time management and organizational skills.
  8. Ability to quickly grasp complex technical concepts and make them easily understandable by various tiers of support.
  9. Excellent writing, editing, and proofreading skills in English.
  10. Experience developing written content, adhering to style and brand guides.

Preferred Skills:

  1. Familiarity with AI content generation and analysis.
  2. Customer support experience.
  3. Experience using Adobe Experience Manager, or similar software.
  4. Experience using Zendesk Explorer and Zendesk Guide.

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

Note: only shortlisted candidates will be contacted.

Please apply only if you are currently in Ireland and eligible to work full-time in Ireland.

For more information about this role kindly contact Aamir Bafanda at [emailprotected]

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