Content Writer (BPO)

📌 Core Information

🔹 Job Title: Content Writer (BPO)

🔹 Company: PartnerHero

🔹 Location: San Pedro Sula or Tegucigalpa, Honduras

🔹 Job Type: Full-time

🔹 Category: Content & Writing

🔹 Date Posted: May 22, 2025

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

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

🚀 Job Overview

Key aspects of this role include:

• Creating and maintaining a Knowledge Base for internal and external use
• Collaborating with cross-functional teams to ensure content aligns with organizational goals
• Optimizing content for improved usability and first-contact resolution
• Managing content updates and ensuring accessibility

ASSUMPTION: This role requires strong written communication skills and the ability to work effectively with various teams to create clear and user-friendly 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

✅ Continuously review and refine content to minimize duplication, resolve inconsistencies, and enhance usability

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

✅ 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

✅ 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

ASSUMPTION: This role requires strong organizational skills, attention to detail, and the ability to work effectively in a fast-paced environment.

🎯 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
• 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
• Experience with additional knowledge management systems

ASSUMPTION: While not explicitly stated, having experience with Zendesk Guide and familiarity with system architecture and data management are likely to be beneficial for this role.

💰 Compensation & Benefits

Salary Range: The salary range for this position is estimated to be between $25,000 - $35,000 USD per year, based on industry standards for entry-level content writers 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: 40 hours per week, with a flexible work schedule to be determined

ASSUMPTION: The salary range provided is an estimate based on industry standards for entry-level content writers 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 offer outsourced teams, custom AI solutions, and fully managed end-to-end service with a quality guarantee.

Company Size: PartnerHero has 1,001-5,000 employees, providing a large and diverse work environment with ample opportunities for growth and collaboration.

Founded: PartnerHero was founded in 2018 and is headquartered in Boise, Idaho, with additional offices in Berlin, Germany; San Pedro Sula and Tegucigalpa, Honduras; Taguig, Philippines; Grand Rapids, Michigan; and Bucharest, Romania.

Company Description:

• PartnerHero is an outsourcing partner for companies that care about quality and people
• They specialize in building exceptional outsourced teams, custom AI solutions, and fully managed end-to-end service
• Now powered by Crescendo, they offer the only fully integrated people + AI Customer Support solution

Company Specialties:

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

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

ASSUMPTION: PartnerHero's focus on quality and people, along with their integration of AI and human expertise, sets them apart in the outsourcing industry.

📊 Role Analysis

Career Level: This role is an entry-level position within the Content & Writing category, offering opportunities for growth and development within the organization.

Reporting Structure: The Content Writer will report directly to the Content Team Lead and work closely with cross-functional teams, including Customer Success and other support organizations.

Work Arrangement: This is a hybrid role, with a flexible work schedule to be determined. The position is based in San Pedro Sula or Tegucigalpa, Honduras, with the option to work remotely.

Growth Opportunities:

• Advancement within the Content Team, such as becoming a Senior Content Writer or Content Team Lead
• Expansion into related roles, such as Technical Writer or Content Strategist
• Opportunities to work on diverse projects and collaborate with various teams, fostering skill development and career growth

ASSUMPTION: As a growing company, PartnerHero offers numerous opportunities for career advancement and professional development.

🌍 Location & Work Environment

Office Type: PartnerHero's offices in Honduras are modern and collaborative spaces designed to foster productivity and creativity.

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

Geographic Context:

• San Pedro Sula is the second-largest city in Honduras, located in the northern department of Cortés
• Tegucigalpa is the capital and largest city of Honduras, located in the central department of Francisco Morazán
• Both cities offer a mix of urban and suburban living, with access to amenities, cultural attractions, and outdoor recreation

Work Schedule: The work schedule for this role is flexible and will be determined based on the needs of the team and the individual's preferences.

ASSUMPTION: Working in a hybrid environment allows for a balance between on-site collaboration and remote flexibility, promoting a healthy work-life balance.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening with the hiring manager
• In-depth interview with the Content Team Lead and other team members
• Final interview with the Director of Content or another senior leader
• Background check and onboarding

Key Assessment Areas:

• Written communication skills and ability to create clear and concise content
• Understanding of knowledge management systems and content governance
• Problem-solving skills and adaptability in a fast-paced environment
• Ability to work effectively with cross-functional teams and stakeholders

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Provide examples of your writing samples or portfolio pieces that demonstrate your ability to create clear and user-friendly documentation
• Prepare questions to ask during the interview, focusing on the role, team dynamics, and company culture

ATS Keywords: Knowledge Base, Content Development, Technical Writing, Customer Success, Zendesk Guide, Collaboration, Adaptability, Problem-Solving

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

• Zendesk Guide
• Slack
• Asana
• Ticketing systems
• Content management and process documentation frameworks

ASSUMPTION: Familiarity with these tools and technologies is likely to be beneficial for this role, as they are commonly used in knowledge management and content creation processes.

👔 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
• Adaptable and open to change
• Focused on continuous learning and improvement

Self-Assessment Questions:

• Do you have strong written communication skills and the ability to create clear and user-friendly documentation?
• Are you comfortable working in a fast-paced environment and collaborating with cross-functional teams?
• Do you have a growth mindset and a commitment to continuous learning?

ASSUMPTION: PartnerHero's core values and work style emphasize collaboration, adaptability, and continuous learning, making this an ideal fit for candidates who thrive in dynamic, team-oriented environments.

⚠️ Potential Challenges

• Managing content updates and ensuring accessibility in a fast-paced environment
• Balancing the needs of internal and external stakeholders while maintaining consistency in content
• Adapting to changes in organizational goals, product releases, or business initiatives
• Working effectively in a hybrid environment, balancing on-site collaboration and remote flexibility

ASSUMPTION: These challenges are inherent to the role and can be overcome with strong organizational skills, adaptability, and effective communication.

📈 Similar Roles Comparison

• Compared to other Content Writer roles, this position offers more responsibility for managing content updates and ensuring accessibility
• In the outsourcing industry, PartnerHero's focus on quality and people sets them apart, offering a unique opportunity for career growth and development
• As a mid-sized company, PartnerHero provides more opportunities for advancement and professional development than smaller organizations, but may have less hierarchy and bureaucracy than larger enterprises

ASSUMPTION: This role offers a unique blend of responsibility, growth opportunities, and a focus on quality and people, making it an attractive option for entry-level content writers.

📝 Sample Projects

• Developing a comprehensive Knowledge Base for a new product launch, including user guides, troubleshooting articles, and FAQs
• Collaborating with the Customer Success team to create training materials and onboarding resources for new agents
• Optimizing existing content for improved usability and first-contact resolution, based on user feedback and analytics

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

❓ Key Questions to Ask During Interview

• What are the most pressing content gaps or priorities for the Knowledge Base in the first 30-60-90 days?
• How does the Content Team collaborate with other departments, such as Customer Success and Product, to ensure content aligns with organizational goals?
• What opportunities are there for professional development and growth within the Content Team and the broader organization?
• How does PartnerHero support work-life balance for employees working in a hybrid environment?
• What are the most rewarding aspects of working at PartnerHero, according to current employees?

ASSUMPTION: These questions are designed to provide insight into the role's priorities, team dynamics, and company culture, helping you make an informed decision about the position.

📌 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
• Prepare questions to ask during the interview, focusing on the role, team dynamics, and company culture
• If selected for an interview, be prepared to provide writing samples or portfolio pieces that demonstrate your ability to create clear and user-friendly documentation
• Follow up with the hiring manager after your interview to express your interest in the position and reiterate your qualifications

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