Content Specialist (BPO)

📌 Core Information

🔹 Job Title: Content Specialist (BPO)

🔹 Company: PartnerHero

🔹 Location: Metro Manila, Hybrid

🔹 Job Type: On-site

🔹 Category: Not Specified

🔹 Date Posted: March 31, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Developing and optimizing a comprehensive Knowledge Base (KB)
• Enhancing self-service capabilities for internal and external platforms
• Aligning content with organizational goals for seamless support experiences
• Collaborating with cross-functional teams to ensure content quality and accuracy

ASSUMPTION: It is assumed that the hybrid work setting requires the Content Specialist to occasionally visit an office location in Metro Manila.

📋 Key Responsibilities

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

✅ Draft resources for member-facing platforms, email, and chat templates

✅ Continuously review content for accuracy and usability, enhancing first-contact resolution

✅ Collaborate with the Customer Success team to align training materials with KB documentation

✅ Manage content updates in ticketing systems with a 24-hour turnaround

✅ Communicate content changes for organizational alignment

✅ Achieve monthly content management goals aligned with team KPIs

ASSUMPTION: The daily duration of on-site work is unspecified; flexibility in hybrid office presence is anticipated.

🎯 Required Qualifications

Education: Not specified; assumed bachelor’s degree in related field preferred

Experience: 1–2 years in technical writing, knowledge management, or similar roles

Required Skills:

• Strong written communication skills
• Proficiency in knowledge management systems like Zendesk Guide
• Project management in fast-paced environments

Preferred Skills:

• Experience in customer support/success organizations
• Familiarity with collaborative tools (e.g., Slack, Asana)

ASSUMPTION: While specific educational requirements are unlisted, practical experience in relevant fields is deemed crucial for role success.

💰 Compensation & Benefits

Salary Range: Competitive, based on experience

Benefits:

• Dedicated wellness program with psychological support
• Medical, dental, and vision coverage based on location
• Access to fitness workouts from home
• Paid sabbatical leave
• Training and development opportunities

Working Hours: 40 hours per week, exact schedule TBD

ASSUMPTION: Compensation is closely aligned with industry standards, reflecting a holistic approach to employee well-being and development.

📌 Applicant Insights

🔍 Company Context

Industry: Outsourcing and Offshoring Consulting

Company Size: 1,001-5,000 employees, which typically offers a balance between ample resources and a dynamic work environment

Founded: Not specified; established reputation in outsourcing solutions

Company Description:

• Specialization in building and managing exceptional outsourced teams
• Integration with Crescendo to offer people + AI customer support solutions
• Commitment to quality, integrity, and opportunity in underserved locations

Company Specialties:

• Customer Experience
• Outsourcing and Technology Solutions
• Software Development

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

ASSUMPTION: The interaction with Crescendo likely provides enhanced technological resources for innovative solutions.

📊 Role Analysis

Career Level: Entry to mid-level, offering opportunities for growth in content and customer success fields

Reporting Structure: Reports to a senior member within the Content Team or Customer Success Team

Work Arrangement: Hybrid setup; details around in-office expectations to be clarified upon hire

Growth Opportunities:

• Development through hands-on experience with diverse content projects
• Opportunities for cross-functional development and mentorship
• Potential to influence content strategy within the Customer Success organization

ASSUMPTION: Expansion of role complexity and responsibilities is encouraged as demonstrated proficiency and competencies are exhibited.

🌍 Location & Work Environment

Office Type: Collaborative office setting focused on connectivity and support

Office Location(s): Lawton Ave, 20th-floor, Cyber Sigma, Taguig, National Capital Region 1630, PH

Geographic Context:

• Located in Metro Manila, offering metropolitan work culture and lifestyle benefits
• Proximity to socio-economic hubs and professional development networks
• Diverse urban infrastructure with extensive commuting options

Work Schedule: To be determined based on mutual arrangement; standard 40-hour workweek

ASSUMPTION: Hybrid flexibility accommodates personal preferences, enabling a balance of remote and office work.

💼 Interview & Application Insights

Typical Process:

• Initial application through company platform or job board
• Phone or video screening interview
• In-depth behavioral and technical interview sessions
• Project assessment or content evaluation task

Key Assessment Areas:

• Communication proficiency and content creation skills
• Problem-solving capabilities specific to content enhancement
• Adaptability and project management acumen

Application Tips:

• Highlight relevant experience in technical writing and content management
• Include measurable achievements in prior roles
• Demonstrate understanding of knowledge management systems

ATS Keywords: Content Development, Knowledge Management, Customer Success, Project Management, Adaptability

ASSUMPTION: Application and interview stages are assumed to emphasize content strategy alignment and organizational fit.

🛠️ Tools & Technologies

• Zendesk Guide for Knowledge Base management
• Slack for team communication and collaboration
• Asana for project tracking and task management

ASSUMPTION: The emphasis is likely on tools that promote efficient content creation and collaboration across teams.

👔 Cultural Fit Considerations

Company Values:

• Care for others by prioritizing empathic interactions
• Embrace growth through learning and risk-taking
• Manifest trust through reliability and transparency

Work Style:

• Collaborative and team-oriented
• Inclusive and open to diverse perspectives
• Flexible approach accommodating personal and professional growth

Self-Assessment Questions:

• How do your skills in content creation apply to a BPO environment?
• Describe an experience where your adaptability improved a project outcome.
• What values align you with PartnerHero's working culture?

ASSUMPTION: The role values candidates who can exhibit strong alignment with company values and drive growth-oriented projects.

⚠️ Potential Challenges

• Navigating dynamic work environments and hybrid work modes
• Maintaining consistency across diverse customer support content
• Prioritizing varied content updates under strict time frames
• Balancing evolving project goals with established content standards

ASSUMPTION: The ability to manage change and innovate within structured guidelines is crucial in overcoming role-specific challenges.

📈 Similar Roles Comparison

• Similar roles often demand less hybrid flexibility but more office presence
• Compensation may vary less in start-up environments compared to established BPOs
• Cross-functional collaboration in PartnerHero is notably emphasized

ASSUMPTION: Compared to wider industry roles, this position benefits from significant digital integration and support.

📝 Sample Projects

• Developing a streamlined KB for a new product feature launch
• Refining chat and email templates for enhanced user engagement
• Coordinating cross-departmental training material updates

ASSUMPTION: Sample projects are assumed to align directly with the collaborative nature of the position and organizational initiatives.

❓ Key Questions to Ask During Interview

• What are the immediate priorities for the Content Specialist role?
• How does PartnerHero measure content success and effectiveness?
• What cross-departmental collaboration is expected in this role?
• How does the company support professional development?
• Can you elaborate on the hybrid working flexibility?

ASSUMPTION: Questions aimed at understanding role expectations and development opportunities highlight the candidate's proactivity and fit.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a portfolio of your writing and content projects
• Research PartnerHero and tailor your application materials
• Anticipate a mix of behavioral and technical interview questions
• Engage with potential feedback and be open to demonstrating adaptability

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