Digital Content Specialist

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8 Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity.

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

Learn more on our company website at follow our pages on LinkedIn, Twitter, Facebook and Instagram.

8x8 Inc. is seeking a highly motivated Digital Content Specialist to join our customer experience team. This role is critical to enhancing the digital self-service journey by developing and managing high-quality, customer-centric content. You will be instrumental in shaping how users access information through help portals, knowledge bases, and digital communities, ensuring content is accurate, accessible, and aligned with customer needs.

*Key Responsibilities
Content Management*

• Curate and maintain content across digital support platforms, including help portals and online communities.
• Ensure all content is accurate, up-to-date, and tailored to meet evolving customer needs.

Content Creation

• Write, edit, and produce engaging content such as how-to articles, FAQs, tutorials, and multimedia assets.
• Translate complex product information into digestible, user-friendly resources.

Content Optimization

• Use analytics tools to monitor content performance and identify improvement areas.
• Implement enhancements based on customer feedback, search trends, and usage patterns to improve content discoverability and impact.

Cross-Functional Collaboration

• Partner with technical writers, instructional designers, product managers, and other stakeholders.
• Ensure content aligns with brand voice, tone, and organizational goals.

Customer Insights & Strategy

• Leverage customer feedback, behavioral data, and service trends to guide content decisions.
• Regularly audit and refresh content to ensure alignment with user expectations and business goals.

Knowledge Management

• Serve as the administrator of the centralized knowledge management system, ensuring its continuous availability, accuracy, and effectiveness.
• Manage system configuration, governance, and taxonomy to support intuitive content navigation.
• Oversee the administration and care of adjacent content management systems to ensure consistency and integration across platforms.
• Promote content reuse and consistency across customer-facing touchpoints.

Qualifications
Education

• Bachelor's degree in Communications, Marketing, Information Technology, or a related field.

Experience

• 7-10 years of experience in content management, digital content creation, or technical writing, preferably in a tech or customer support environment.

Technical Skills

• Experience with content management systems (CMS), SEO best practices, and analytics platforms.
• Familiarity with content strategy, structure, and taxonomy.

Soft Skills

• Excellent written and verbal communication skills.
• An analytical mindset with the ability to interpret data and act on insights.
• Strong attention to detail and commitment to delivering quality content.
• Customer-first mentality with a passion for improving user experience.

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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