Content Writer (BPO)

📌 Core Information - Job Title: Content Writer (BPO) - Company: PartnerHero x Crescendo - Location: Metro Manila, Philippines - Job Type: Full-Time, Hybrid - Category: Content & Knowledge Management - Date Posted: May 22, 2025 - Experience Level: Entry-Level (0-2 years) - Remote Status: On-site/Hybrid 🚀 Job Overview Key aspects of this role include: - Developing and maintaining a comprehensive Knowledge Base (KB) for internal and external use. - Collaborating with cross-functional teams to ensure content aligns with organizational goals and support strategies. - Managing content updates and ensuring accessibility and navigability for both agents and members. - Achieving monthly content management goals aligned with Content Team KPIs. ASSUMPTION: This role requires strong written communication skills, adaptability, and the ability to thrive in a fast-paced environment. Familiarity with knowledge management systems and project management is essential. 📋 Key Responsibilities ✅ Content Development & Optimization - 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. - Continuously review and refine content to minimize duplication, resolve inconsistencies, and enhance usability for improved first-contact resolution. ✅ Collaboration & Alignment - Partner with Customer Success teams to ensure procedures and training materials align with Knowledge Base documentation. - Gather feedback from Customer Success agents on Knowledge Base usability and address gaps to enhance performance and member experience. - Contribute to continuous improvement projects to align articles with organizational support strategies. - Act as a stakeholder in project workstreams for product releases and business initiatives to build relative support content. - Communicate content changes to the support organization for alignment on product, policy, or procedural updates. ✅ Content Management & Accessibility - Manage process and content updates via ticketing systems, ensuring critical updates are completed within a 24-hour turnaround on business days. - Ensure Knowledge Base content is easily accessible and navigable for both agents and members. - Implement feedback mechanisms to refine and optimize the Knowledge Base, prioritizing clarity and simplicity. - Action and achieve a monthly content management goal aligned with Content Team KPIs, as defined by your leader at the beginning of each month. ASSUMPTION: This role involves a significant amount of writing and editing, as well as collaboration with various teams to ensure content accuracy, clarity, and usability. 🎯 Required Qualifications - Education: Bachelor's degree in English, Journalism, Communications, or a related field. - 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. - Familiarity with Zendesk Guide, system architecture, and data management (preferred). Preferred Skills: - Experience with collaborative tools such as Slack, Asana, and ticketing systems. - Familiarity with content management and process documentation frameworks. ASSUMPTION: Candidates with relevant experience in content development, knowledge management, or customer support are encouraged to apply. Familiarity with Zendesk Guide and other relevant tools is a plus. 💰 Compensation & Benefits - Salary Range: PHP 35,000 - 45,000 per month (based on experience and industry standards for entry-level content writers in Metro Manila) - Benefits: - Full-time employment - Competitive compensation based on experience - 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: 40 hours per week, with flexible work arrangements and a hybrid work model. ASSUMPTION: The salary range provided is an estimate based on industry standards for entry-level content writers in Metro Manila. Actual compensation may vary based on the candidate's experience and qualifications. 📌 Applicant Insights 🔍 Company Context - Industry: Outsourcing and Offshoring Consulting - Company Size: 1,001-5,000 employees - Founded: 2015 (as PartnerHero; merged with Crescendo in 2025) - Company Description: PartnerHero x Crescendo combines deep outsourcing expertise and exceptional CX people with advanced AI technology to offer the only fully integrated people + AI Customer Support solution. They specialize in building exceptional outsourced teams, custom AI solutions, and fully managed end-to-end service, all with a quality guarantee. - Company Specialties: Customer Experience, Customer Support, Trust & Safety, Outsourcing, Startups, Technology, Software Development, and Operations. Company Website: http://www.partnerhero.com ASSUMPTION: PartnerHero x Crescendo is a growing company with a strong focus on customer experience and innovation. Their merger with Crescendo allows them to offer a unique blend of human expertise and AI technology to their clients. 📊 Role Analysis - Career Level: Entry-level to Mid-level (depending on experience and performance) - Reporting Structure: This role reports directly to the Content Team Lead and works closely with Customer Success teams, Product teams, and other cross-functional stakeholders. - Work Arrangement: Hybrid (2-3 days on-site per week, with flexible remote work options) - Growth Opportunities: This role offers opportunities for career growth within the Content Team or other departments, such as Customer Success, Product, or Operations. ASSUMPTION: This role is ideal for candidates seeking to establish a career in content development, knowledge management, or customer support. It offers a unique opportunity to work in a dynamic, fast-paced environment with a focus on continuous learning and growth. 🌍 Location & Work Environment - Office Type: Hybrid (onsite and remote work) - Office Location(s): 25th Floor, Cyber Sigma, Lawton Ave, Taguig, National Capital Region, Philippines 1630 - Geographic Context: Metro Manila is the capital region of the Philippines, known for its bustling cities, diverse culture, and vibrant nightlife. The Taguig area, where the office is located, is a thriving business district with numerous amenities and attractions. - Work Schedule: Flexible work hours with a focus on results and productivity. The work schedule may vary depending on the candidate's role and team requirements. ASSUMPTION: The hybrid work environment offers a balance between on-site collaboration and remote work flexibility, allowing employees to enjoy the best of both worlds. 💼 Interview & Application Insights - Typical Process: Online application submission → Phone/Video screening → Technical assessment → Final interview with hiring manager → Offer extension - Key Assessment Areas: Written communication skills, problem-solving, adaptability, priority setting, and time management. - Application Tips: - Tailor your resume and cover letter to highlight relevant skills and experiences for this role. - Prepare examples of your writing and content management skills to showcase during the interview. - Research PartnerHero x Crescendo and their merger with Crescendo to demonstrate your understanding of the company and its mission. ATS Keywords: Content Development, Knowledge Management, Written Communication, Problem-Solving, Adaptability, Time Management, Project Management, Customer Support, Zendesk Guide, AI, CX, Outsourcing, Customer Experience ASSUMPTION: Applicants should focus on demonstrating their strong written communication skills, adaptability, and ability to thrive in a fast-paced environment during the interview process. 🛠️ 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 platforms is preferred but not required. Training will be provided as needed. 👔 Cultural Fit Considerations - Company Values: Care for others, Embrace growth, Manifest trust, Take ownership, Be humble - Work Style: Collaborative, fast-paced, results-driven, adaptable, and open to change - Self-Assessment Questions: - How do you demonstrate care for others in your daily work? - Describe a time when you embraced growth in a challenging situation. - How have you manifested trust in a previous role or project? - Provide an example of when you took ownership and did the right thing. - How have you demonstrated humility in your professional career? ASSUMPTION: Candidates who align with PartnerHero x Crescendo's core values and work style will thrive in this role and contribute to the company's success. ⚠️ Potential Challenges - Working in a fast-paced, dynamic environment with tight deadlines and changing priorities. - Collaborating with multiple teams and stakeholders to ensure content accuracy, clarity, and usability. - Managing content updates and ensuring accessibility and navigability for both agents and members. - Achieving monthly content management goals aligned with Content Team KPIs. ASSUMPTION: Candidates should be prepared to work in a fast-paced environment, manage multiple priorities, and collaborate effectively with various teams to succeed in this role. 📈 Similar Roles Comparison - Content Specialist (Tech Company): This role focuses on creating and maintaining technical documentation for internal and external use, with a stronger emphasis on technical accuracy and less focus on member experience. - Knowledge Management Specialist (Consulting Firm): This role involves managing and optimizing knowledge bases for clients, with a broader scope and less focus on content creation and collaboration with internal teams. - Content Writer (Marketing Agency): This role focuses on creating engaging and persuasive content for marketing campaigns, with less emphasis on knowledge management, collaboration with internal teams, and member experience. ASSUMPTION: This role offers a unique blend of content development, knowledge management, and collaboration with internal teams to enhance member experiences. 📝 Sample Projects - Developing a comprehensive onboarding guide for new agents, including process documentation, best practices, and tips for success. - Creating a user-friendly member FAQ section for a newly launched product or service. - Collaborating with the Product team to develop support content for an upcoming feature release or update. ASSUMPTION: These sample projects demonstrate the range of content development and management tasks required for this role, from creating new content to optimizing existing resources and collaborating with cross-functional teams. ❓ Key Questions to Ask During Interview - Can you describe the typical content management workflow for this role? - How does the Content Team collaborate with other departments, such as Customer Success and Product? - What are the most significant challenges facing the Content Team currently, and how can this role help address them? - How does PartnerHero x Crescendo support the professional growth and development of its employees? - What are the key priorities for this role in the first 30, 60, and 90 days? ASSUMPTION: These questions help applicants better understand the role, the team, and the company, allowing them to prepare for the interview and make informed decisions about their application. 📌 Next Steps for Applicants To apply for this position: - Submit your application through this link. - Customize your resume and cover letter to highlight your relevant skills and experiences for this role. - Prepare examples of your writing and content management skills to showcase during the interview. - Research PartnerHero x Crescendo and their merger with Crescendo to demonstrate your understanding of the company and its mission. - Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications for the role. ⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.