Customer Experience Knowledge & Content Manager

Customer Experience Knowledge & Content Manager

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About Us

Lightricks, an AI-first company, is revolutionising how visual content is created. Our mission is to bridge the gap between imagination and creation, bringing cutting-edge technology to the creative and business spaces. We develop AI photo and video generation models powering apps like Facetune, Photoleap, Videoleap, and LTX Studio, enabling creators and brands to leverage the latest research breakthroughs. Our influencer marketing platform, Popular Pays, helps creators monetize their work and allows brands to scale content through tailored partnerships.

We are seeking an experienced, solutions-oriented CX Content Specialist to join our Customer Experience team in London, supporting content-related needs including SEO content for our Help Centre and an internal knowledge base. Your work will directly impact user engagement and support our mission to deliver exceptional support.

Responsibilities

User Help Centre Content

• Create and maintain SEO-optimized articles for FAQs, guides, troubleshooting, and feature documentation.
• Conduct keyword research to improve discoverability.
• Collaborate with Product and Marketing teams for content accuracy and consistency.
• Use analytics tools to monitor performance and update content accordingly.
• Incorporate user feedback to enhance content relevance.

Internal Knowledge Base

• Develop and maintain structured documentation for workflows, product details, troubleshooting, and training.
• Ensure content is accessible, updated, and aligned with team needs.

Cross-Functional Collaboration

• Work with Product teams on new features and translate technical info into user-friendly content.
• Collaborate with Marketing to align Help Center content with broader strategies.

Special Projects

Participate in projects, providing regular updates to CX Leads and the Director of CX.

Customer Advocacy

Represent the CX team, championing the user voice and enhancing the overall experience.

Requirements

• At least 1 year of content writing experience, with a focus on SEO, preferably in tech or SaaS.
• Strong understanding of SEO principles and tools like SEMrush, Ahrefs, Google Keyword Planner.
• Excellent writing skills tailored to diverse audiences (B2B and B2C).
• Working knowledge of HTML/CSS.
• Experience with Content Management Systems such as Zendesk Guide, Salesforce Knowledge, or Intercom.
• Analytical skills with tools like Google Analytics.
• Exceptional collaboration and communication skills.
• Familiarity with AI-driven tools is a bonus.
• Passion for creating impactful, user-centric content is a plus.

Benefits

• Stock Options
• Private Medical Insurance (Optical & Dental)
• Life Assurance
• Transport Allowance (£3,000 p/a)
• Wellbeing & Professional Development Allowance (£750 p/a)
• Free on-site meals and snacks
• Pension Contributions (7%)
• 25 Days Holiday
• Seasonal & Anniversary Vouchers
• Hybrid & Flexible Working
• Central London Office
• Enhanced Parental Leave
• Cycle-to-work Scheme
• Season Ticket Loan
• Volunteering Opportunities
• Social Activities

Additional Details

Level: Mid-Senior

Type: Full-time

Function: Marketing, Public Relations, Writing/Editing

Industry: Software Development

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