If you love turning messy processes into clean, searchable help content, this is your lane. You’ll shape the knowledge and messaging that helps CX teams move faster and helps customers help themselves.
About Roadie (a UPS company)
Roadie is a logistics and delivery platform that helps businesses handle modern retail delivery with broad coverage, flexibility, and visibility. With a nationwide network of independent drivers, Roadie supports everything from same-day delivery to big-and-bulky and DC-to-door solutions.
Schedule
- Remote-first role (U.S.)
- Work authorization required (no visa sponsorship)
What You’ll Do
- Create and refine CX content aligned to Roadie’s voice, focusing on clarity, consistency, usability, and strong self-service outcomes
- Audit internal and external Salesforce knowledge content for accuracy and relevance, partnering with CX Enablement to close gaps and improve resources
- Convert process maps and workflows into clear, digestible guides for CX team members
- Partner with Product and Marketing on rollouts, enhancements, and campaigns to keep CX resources and messaging current
- Coordinate with Legal to secure approvals for external-facing content
- Triage and manage incoming content requests based on scope, urgency, and deadlines
- Deliver work against KPIs set by the Content & Instructional Design Manager
- Develop and maintain CX macros to standardize, brand-aligned customer communications
- Manage internal CX communications across channels
- Optimize knowledge base search experience by staying current on Salesforce capabilities
- Provide regular updates to CX Enablement leadership on help center performance and improvement opportunities
What You Need
- Bachelor’s degree in English, Communications, Technical Writing, or a related field
- 2+ years of experience in technical writing or content development
- Experience with content management systems and knowledge bases (Salesforce strongly preferred)
- Strong communication skills and ability to translate technical concepts for nontechnical audiences
- Ability to create searchable, accessible content for multiple audiences
- Self-starter mindset with the ability to work independently
- Problem-solving tenacity with patience and persistence
Benefits
- Competitive total rewards package
- 100% company-paid health insurance for yourself
- 401(k) with company match
- Tuition and student loan repayment assistance
- Unlimited PTO
- Remote-first environment
- Inclusive family leave policy
- Paid Wellness Days (in addition to company holidays)
- Monthly work-from-home stipend
- Paid sabbatical leave for tenured employees
- Technology provided to do the job
If you want in, don’t overthink it. Get your application in while this one’s still open.
Bring your portfolio, bring your precision, and help build a CX knowledge experience people actually trust.
Happy Hunting,
~Two Chicks…