Payoneer CJ Support Center Website & Digital Content Manager 

Israel, Center District, Petah Tikva 

157574530

What you’ll be spending your time on:

As a Customer Journey Support Center Website & Digital Content Manager, you will play a critical role in leading and driving digital transformation initiatives within the Customer Journey department. Your primary responsibilities will include managing user-facing content in customer journey digital assets.

1. Content Management – Articles & FAQs (Website):

• Manage user-facing content within the support website, while collaborating with Product to ensure content remains accurate, relevant, and aligned with the organization's objectives.
• Re-write, update and optimize content to reflect evolving customer needs.
• Drive content localization efforts, adapting Support Center materials to diverse languages, regulatory standards, and industry-specific terminology to enhance global accessibility during the digital transformation journey.

1. Autoreply Management – Email channel:

• Coordinate autoreplies to optimize customer communication, refine content for efficiency and satisfaction.

1. Chatbot content – Messaging channels:

• Develop compelling content for chatbots to enhance user interactions and experiences.

1. Support Center Website Enhancement:

• Proactively identify opportunities to improve the Support Center experience, employing a customer-centric approach.
• Craft attention-grabbing pop-up messages on our website to provide timely assistance and support to users.
• Collaborate with cross-functional teams to implement enhancements, leveraging user feedback and analytics to drive continuous improvement.

1. Cross-Functional Collaboration:

• Collaborate with teams across departments, including Product, Content, Ops-Tech, Knowledge, Localization and Solutions to integrate Support Center initiatives seamlessly into the overall customer experience strategy.

For this role you are also:

• Customer-facing content creation : Develop compelling and customer-centric content across various channels to effectively address user needs, enhance engagement, and reinforce brand messaging.
• Customer-centric mindset : Maintain a deep understanding of customer needs, preferences, and pain points to ensure that Support Center initiatives align with the customer journey and enhance overall satisfaction.
• Team-player: Work effectively in cross-functional teams, fostering collaboration and maintaining open lines of communication with stakeholders from various departments.
• Attention to details: Pay meticulous attention to detail when managing content and autoreplies, ensuring accuracy, consistency, and adherence to brand guidelines.
• Continuously learning: Stay updated on industry best practices, emerging technologies, and advancements in customer support methodologies.

Have you done this kind of stuff?

• A bachelor's degree in a relevant field such as Communications, Business, or a related discipline is often preferred. However, equivalent practical experience may be considered.
• Native English speaker with exceptional writing and grammar skills – Must.
• Experience in managing and writing digital content, including updating, and optimizing user-facing content within online platforms, chatbots and support portals.
• Proven experience in copywriting, preferably in a customer support or customer experience role.
• Strong attention to detail and the ability to maintain brand tone of voice in all communications.
• Familiarity with customer support tools - ticketing systems, knowledge management platforms.

• Familiarity with autoreply systems and understanding of how to leverage automation to enhance customer support processes.
• Proficiency in HTML with practical experience in creating and maintaining web content

• Experience in monitoring and analyzing KPIs related to customer support activities.
• Ability to collaborate effectively with cross-functional teams, Product, Content, Tech, Knowledge, Localization and Solutions.
• Familiarity with the Fin-Tech industry for a better understanding of customer needs and challenges – advantage.