Content Specialist (BPO)

📌 Core Information

🔹 Job Title: Content Specialist (BPO)

🔹 Company: PartnerHero

🔹 Location: San Pedro Sula or Tegucigalpa, Honduras

🔹 Job Type: Full-time

🔹 Category: Customer Support & Success

🔹 Date Posted: April 4, 2025

🔹 Experience Level: Entry-level (0-2 years)

🔹 Remote Status: Hybrid (on-site and remote work)

🚀 Job Overview

Key aspects of this role include:

• Creating, maintaining, and optimizing the Knowledge Base (KB) for internal and external users
• Collaborating with cross-functional teams to align support content with strategic goals
• Ensuring consistent member experiences and increased self-service capabilities
• Continuously reviewing and refining content to improve first-contact resolution

ASSUMPTION: This role requires strong written communication skills and the ability to work effectively with various teams to ensure consistent and accurate documentation.

📋 Key Responsibilities

✅ Write, edit, and maintain Knowledge Base articles for internal and external audiences

✅ Draft resources for agents, member-facing support platforms, email and chat templates, and other relevant materials

✅ Collaborate with Customer Success teams to ensure procedures and training materials align with Knowledge Base documentation

✅ Gather feedback from Customer Success agents to enhance Knowledge Base usability and member experience

✅ Ensure all internal support processes are clearly documented and up-to-date in the internal knowledge base

✅ Manage process and content updates via ticketing systems, ensuring critical updates are completed within a 24-hour turnaround on business days

ASSUMPTION: This role requires strong attention to detail, the ability to prioritize tasks, and effective communication skills to collaborate with various teams.

🎯 Required Qualifications

Education: Bachelor's degree in a related field (e.g., English, Journalism, Communications) or equivalent experience

Experience: 1-2 years of experience in technical writing, knowledge management, or related fields

Required Skills:

• Strong written communication skills with a proven ability to create concise and effective content for various audiences
• Experience in customer support, technical support, or customer success organizations
• Proficiency in knowledge management systems and content governance
• Demonstrated project management skills in fast-paced environments
• Creative, adaptable, and solution-oriented, with a commitment to continuous learning
• Familiarity with Zendesk Guide, system architecture, and data management

Preferred Skills:

• Fluency in Spanish (for better communication with local teams and members)
• Experience with content management systems and process documentation frameworks

ASSUMPTION: Candidates with experience in customer support or related fields may have an advantage in understanding the context and requirements of the role.

💰 Compensation & Benefits

Salary Range: The salary range for this role is $25,000 - $35,000 USD per year, based on experience and industry standards for entry-level content specialists in Honduras.

Benefits:

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Working Hours: This role follows a standard full-time work schedule, with the possibility of flexible hours and remote work arrangements.

ASSUMPTION: The salary range provided is an estimate based on industry standards for entry-level content specialists in Honduras. Actual compensation may vary based on the candidate's experience and qualifications.

📌 Applicant Insights

🔍 Company Context

Industry: PartnerHero specializes in outsourcing and offshoring consulting, focusing on customer experience, customer support, and trust & safety. They serve innovative companies looking to build, transform, and scale their operations.

Company Size: PartnerHero is a mid-sized company with 1,001-5,000 employees, providing a structured yet collaborative work environment.

Founded: PartnerHero was founded in 2017, with a mission to connect talented people globally with innovative companies.

Company Description:

• PartnerHero is committed to providing exceptional outsourced teams, custom AI solutions, and fully managed end-to-end service with a quality guarantee.
• The company specializes in building exceptional outsourced teams and offers custom AI solutions and fully managed end-to-end service.
• PartnerHero is now powered by Crescendo, combining deep outsourcing expertise and exceptional CX people with advanced AI technology to offer the only fully integrated people + AI Customer Support solution.

Company Specialties:

• Customer Experience
• Customer Support
• Trust & Safety
• Outsourcing
• Startups
• Technology
• Software Development
• Operations

Company Website: http://www.partnerhero.com

ASSUMPTION: PartnerHero's focus on customer experience and support makes this role crucial for ensuring consistent and accurate documentation for both internal and external users.

📊 Role Analysis

Career Level: This role is an entry-level position, ideal for candidates seeking to establish a career in content creation and knowledge management within the customer support industry.

Reporting Structure: The Content Specialist will report directly to the Content Team Lead and collaborate with various cross-functional teams, including Customer Success, Product, and Engineering.

Work Arrangement: This role offers a hybrid work arrangement, combining on-site work at PartnerHero's offices in San Pedro Sula or Tegucigalpa, Honduras, with remote work options.

Growth Opportunities:

• Progression to senior content roles within the Content Team
• Expansion into related fields, such as customer success or product management
• Potential opportunities to work on international projects and collaborate with global teams

ASSUMPTION: This role offers ample opportunities for professional growth and development within PartnerHero's expanding customer support and content teams.

🌍 Location & Work Environment

Office Type: PartnerHero's offices in San Pedro Sula and Tegucigalpa, Honduras, provide a modern and collaborative work environment, fostering teamwork and innovation.

Office Location(s): San Pedro Sula or Tegucigalpa, Honduras

Geographic Context:

• San Pedro Sula and Tegucigalpa are the two largest cities in Honduras, offering a mix of urban and cultural experiences.
• The cost of living in Honduras is generally lower than in the United States, providing an affordable lifestyle for employees.
• Honduras is known for its diverse culture, beautiful landscapes, and warm climate, making it an attractive location for expats and remote workers.

Work Schedule: This role follows a standard full-time work schedule, with the possibility of flexible hours and remote work arrangements. The expected start date is April 17, 2025.

ASSUMPTION: Candidates should be comfortable working in a hybrid environment, balancing on-site and remote work effectively.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening with the Talent Acquisition team
• Technical assessment or writing sample submission
• Interview with the Content Team Lead
• Final interview with the hiring manager or a panel of team members

Key Assessment Areas:

• Writing and editing skills
• Understanding of knowledge management systems and content governance
• Problem-solving and adaptability in a fast-paced environment
• Ability to work effectively with cross-functional teams

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Provide examples of your writing and editing work, demonstrating your ability to create clear and concise content
• Demonstrate your familiarity with knowledge management systems and content governance in your application materials

ATS Keywords: Knowledge Base, Content Development, Technical Writing, Customer Support, Customer Success, Zendesk Guide, Content Management, Project Management

ASSUMPTION: PartnerHero uses an Applicant Tracking System (ATS) to manage job applications, so including relevant keywords in your resume and cover letter can help your application stand out.

🛠️ Tools & Technologies

• Knowledge management systems (e.g., Zendesk Guide)
• Collaborative tools (e.g., Slack, Asana, ticketing systems)
• Content management and process documentation frameworks

ASSUMPTION: Familiarity with these tools and technologies is essential for success in this role, as they are used daily to manage and optimize content.

👔 Cultural Fit Considerations

Company Values:

• Care for others - Cooperate, empathize, and seek opportunities to put each other first
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments
• Take ownership - Doing the right thing should come naturally
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

Work Style:

• Collaborative and team-oriented, with a focus on open communication and active listening
• Adaptable and flexible, able to thrive in a fast-paced and dynamic environment
• Results-driven, with a strong commitment to continuous improvement and high-quality work

Self-Assessment Questions:

• Do you have a proven track record of creating clear and concise content for various audiences?
• Are you comfortable working with knowledge management systems and content governance?
• Can you effectively collaborate with cross-functional teams to ensure consistent and accurate documentation?
• Are you adaptable and able to thrive in a fast-paced and dynamic environment?

ASSUMPTION: Candidates who align with PartnerHero's core values and work style are more likely to succeed and enjoy their time at the company.

⚠️ Potential Challenges

• Managing multiple content requests and updates within a 24-hour turnaround on business days
• Balancing on-site and remote work effectively in a hybrid work arrangement
• Adapting to changes in processes, policies, or procedures within a fast-paced environment
• Ensuring consistent and accurate documentation for both internal and external users

ASSUMPTION: These challenges require strong time management, prioritization, and communication skills to succeed in this role.

📈 Similar Roles Comparison

• Content Specialist vs. Technical Writer: Both roles focus on creating clear and concise content, but the Content Specialist role is more focused on knowledge management and customer support, while the Technical Writer role may be more focused on product documentation and software development
• Customer Support vs. Customer Success: While both roles focus on customer support, the Customer Success role may be more focused on customer retention, upselling, and account management, while the Content Specialist role is more focused on creating and maintaining documentation for internal and external users
• Entry-level vs. Senior roles: Entry-level roles, such as the Content Specialist role, require less experience and offer opportunities for professional growth and development, while senior roles may offer more responsibility, autonomy, and higher compensation

ASSUMPTION: Understanding the differences between these related roles can help candidates determine which path aligns best with their career goals and interests.

📝 Sample Projects

• Developing a comprehensive Knowledge Base for a new customer support platform, including user guides, troubleshooting articles, and FAQs
• Collaborating with cross-functional teams to create and maintain documentation for a major product release or business initiative
• Reviewing and refining existing content to improve first-contact resolution and enhance the user experience

ASSUMPTION: These sample projects demonstrate the range of responsibilities and collaborative opportunities available in this role.

❓ Key Questions to Ask During Interview

• Can you describe the typical content management workflow and how this role fits into the broader content team and organization?
• How does PartnerHero support the professional growth and development of its content team members?
• What are the most significant challenges facing the content team in the next 12-24 months, and how can this role contribute to addressing them?
• How does PartnerHero foster a culture of collaboration and open communication within its content team and broader organization?
• What are the key performance indicators (KPIs) for this role, and how will my success be measured and evaluated?

ASSUMPTION: Asking insightful questions during the interview process demonstrates your interest in the role and commitment to understanding the organization's goals and culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Provide examples of your writing and editing work, demonstrating your ability to create clear and concise content
• Demonstrate your familiarity with knowledge management systems and content governance in your application materials
• Follow up with the hiring manager or Talent Acquisition team one week after submitting your application to confirm receipt and express your interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.