Shape the content that keeps a high-volume customer experience engine running smoothly, from internal knowledge articles to customer-facing help center updates. If you can turn messy workflows into crisp, searchable guidance and keep Salesforce knowledge bases clean and current, this role has real impact and a strong benefits package.
About Roadie
Roadie, a UPS company, is a logistics and delivery platform helping businesses handle modern retail delivery with broad coverage, flexibility, and visibility. With a network of over 310,000 independent drivers, Roadie supports everything from local same-day delivery to big and bulky deliveries and ship-from-store solutions.
Schedule
- Remote
- Full-time
- US work authorization required (not eligible for visa sponsorship)
What You’ll Do
- Create and refine CX content aligned with Roadie’s voice to improve clarity, consistency, usability, and self-service outcomes
- Audit internal and external Salesforce knowledge content for accuracy and relevance, closing gaps based on user behavior and feedback
- Translate process maps and workflows into clear, digestible guides for CX team members
- Partner with Product and Marketing to stay current on rollouts, enhancements, and campaigns so CX messaging stays accurate
- Coordinate with Legal to secure approvals for external-facing content
- Prioritize incoming content requests based on urgency, scope, and deadlines
- Deliver content on time against KPIs set by the Content and Instructional Design Manager
- Build and maintain CX macros to keep customer communications standardized and brand-aligned
- Manage internal CX communications across channels
- Optimize the knowledge base search experience by staying current on Salesforce capabilities
- Report help center performance, content initiatives, and improvement opportunities to CX Enablement leadership
What You Need
- Bachelor’s degree in English, Communication, Technical Writing, or related field
- 2+ years of technical writing or content development experience
- Experience with content management systems and knowledge bases (Salesforce strongly preferred)
- Ability to learn technical concepts quickly and explain them clearly to nontechnical audiences
- Strong written and verbal communication skills
- Ability to produce digestible, searchable, accessible content for different audiences
- Strong problem-solving mindset with patience and persistence
- Self-starter who can work independently
Benefits
- Competitive total rewards package
- 100% company-paid health insurance for you
- 401(k) with company match
- Tuition and student loan repayment assistance
- Remote-first environment
- Unlimited PTO
- Inclusive family leave policy
- Paid wellness days in addition to company holidays
- Monthly work-from-home stipend
- Paid sabbatical leave for tenured employees
- Company-provided technology
If you’ve got Salesforce knowledge base chops and you enjoy being the person who makes information actually usable, this one’s a strong play.
Happy Hunting,
~Two Chicks…