Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.
With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit www.roadie.com.
What You’ll Do
- Create and refine CX content that aligns with Roadie’s voice and style, ensuring clarity, consistency, usability, and strong customer self-service outcomes
- Regularly audit internal and external Salesforce content for accuracy and relevance, partnering with the CX Enablement team to analyze user behavior, address content gaps, and improve resources
- Translate process maps and workflows provided by CX Operations Specialists into clear, digestible guides for CX team members
- Partner with Product and Marketing teams to stay current on feature rollouts, enhancements, and campaigns, ensuring CX teams are equipped with the most up-to-date resources and messaging
- Work with the Legal team to secure necessary approvals for external-facing content
- Prioritize and organize incoming content requests based on scope, urgency, and deadlines
- Ensure efficient and timely completion of deliverables based on KPIs set by the Content & Instructional Design Manager
- Develop and maintain CX team macros to ensure standardized, brand-aligned communication across customer interactions
- Deliver and manage internal communications for CX teams across communication channels.
- Optimize the knowledge base’s search experience by staying current on Salesforce features and capabilities.
- Provide regular updates to CX Enablement leadership regarding help center performance, content initiatives, and identified opportunities for knowledge improvement.
What You Bring
- Bachelor's degree in English, Communication, Technical Writing or a related field
- 2+ years of experience in technical writing or content development and creation
- Experience with content management systems and knowledge bases, Salesforce strongly preferred
- Ability to quickly grasp technical knowledge and convey relevant information in an engaging manner
- Tenacity for problem-solving with exceptional patience and persistence
- Excellent written and verbal communication skills, with an ability to communicate technical concepts to a nontechnical audience
- Ability to produce digestible, searchable, accessible content for a variety of audiences
- Self-starter and ability to work independently
Why Roadie?
- Competitive total rewards package
- 100% company-paid health insurance for yourself
- 401(k) with company match
- Tuition & student loan repayment assistance- yes, we’ll contribute directly to your student loans!
- Remote-first environment
- Unlimited PTO
- Inclusive family leave policy that supports all new parents
- Paid Wellness Days in addition to Company holidays
- Monthly WFH stipend
- Paid sabbatical leave- tenured Roadies are given extra time to unplug, rest, and explore
- The technology you need to get the job done
This role is not eligible for Visa sponsorship. Applicants must be authorized to work for any employer in the U.S.
Skills Required
- Bachelor's degree in English, Communication, Technical Writing, or related field
- 2+ years of experience in technical writing or content development
- Experience with content management systems and knowledge bases
- Experience with Salesforce (strongly preferred)
- Excellent written and verbal communication skills; translate technical concepts for nontechnical audiences
- Ability to produce digestible, searchable, accessible content for varied audiences
- Self-starter with strong problem-solving skills, patience, and persistence
What We Do
Roadie is the nation’s first “on the way” crowdsourced delivery platform. Roadie works with consumers, small businesses and big global brands across virtually every industry to provide a faster, cheaper, more scalable solution for scheduled, same-day and urgent delivery. With more than 200,000 active drivers nationwide, Roadie reaches more than 11,000 cities and 20,000 zip codes – the largest local same-day delivery footprint in the nation.
