Description
Our mission at Oura is empowering every individual to own their inner potential. Our award-winning products, the Oura Ring and its accompanying app, helps our global community gain a deeper understanding of their health, lifestyle, and sleep quality, which we believe are foundational to living a healthy, fulfilled life.
We’re looking for an experienced CX Content Specialist to support the Customer Experience Team in the U.S. You’ll work closely with other Customer Experience team members to plan and create content that will support the Oura consumers and enable the CX team to deliver consistent and outstanding customer experiences.
What you will do:
- Content Creation
- Learn and become the subject matter expert of the assigned topic (technical support or operations)
- Occasionally work on team queues to resolve support tickets, particularly escalated tickets containing more complex problems
- Review and update existing content (Guru cards, macros, training content) on a regular basis for accuracy and make necessary revisions
- Work with appropriate teams to localize materials as needed
- Ensure Help Center information is up to date and accurate and surface additional need for new Help Center content
- Translate existing workflow into self-service content for Help Center when possible
- Training & Development
- Monitor usage of content
- Continuously evaluate knowledge comprehension of team members and areas for improved training
- Provide additional guidance and support for existing team members in day-to-day work
- Create training materials and knowledge checks, frequently updating materials to adjust to changes and needs
- Conduct training and onboarding of new team members
- Feedback Loops
- Act as liaison between CX Content and the CX team corresponding to the assigned subject matter
- Regularly meet with CX team to stay informed of updates and changes
- Collaborate with CX team to monitor trends and patterns of support tickets and issues to understand customer support needs
Requirements
We would love to have you on our team if you have:
- Ability to achieve deep understanding of subject matter and operational workflow
- Familiarity with tools and systems related to content management
- Excellent communication skills, both written and verbal
- Solid grasp of key metrics related to successful customer support
- Ability to break down complicated concepts into simple, easy-to-understand content
- Experience in guiding and training others
- Patience and empathy
- Strong interpersonal skills and ability to build relationships with stakeholders
- Exceptional attention to detail, outstanding time management, communication and organization skills
- Ability to remain calm and effective under pressure
- Experience using Zendesk, Slack, Jira, Google Workspace (G Suite) preferred
- BA/BS degree preferred
Benefits
At Oura, we care about you and your wellbeing. Everyone here at Oura has a ring of their own and are continually looking to improve their health and add to our benefits.
What we offer:
- Competitive salary and equity
- Health, dental, and vision insurance
- Wellness benefits
- Flexible working hours + work-life balance
- An Oura ring of your own
- Beautiful workspace in San Francisco by Pier 31
- 20 days of PTO
- Amazing culture of collaborative and passionate coworkers
Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.