CJ Support Center Website & Digital Content Manager

A universe of opportunities. Open to you.

Payoneer’s mission is to empower anyone, anywhere to participate and succeed in the global economy. If our mission connects with your values, if you revel in solving complex challenges, and if you want to continuously advance your career, come realize your potential at Payoneer!

Life at Payoneer is a global community, where you’ll work with colleagues all over the world, in a hybrid or remote work frame. As an equal opportunity employer, the only things that matter to us are your skills, your drive and your desire to have a positive impact on others.

What You’ll Be Spending Your Time On

As a Customer Journey Support Center Website & Digital Content Manager, you will play a critical role in leading and driving digital transformation initiatives within the Customer Journey department. Your primary responsibilities will include managing user-facing content in customer journey digital assets.

Your focus will be on elevating the overall Support Center experience for our customers as they navigate through the various stages of the digital transformation journey. This role offers a unique opportunity to lead and contribute to the enhancement of customer interactions in alignment with our evolving digital landscape.

• Content Management – Articles & FAQs (Website):
• Manage user-facing content within the support website, while collaborating with Product to ensure content remains accurate, relevant, and aligned with the organization's objectives.
• Re-write, update and optimize content to reflect evolving customer needs.
• Drive content localization efforts, adapting Support Center materials to diverse languages, regulatory standards, and industry-specific terminology to enhance global accessibility during the digital transformation journey.
• Autoreply Management – Email channel:
• Coordinate autoreplies to optimize customer communication, refine content for efficiency and satisfaction.
• Chatbot content – Messaging channels:
• Develop compelling content for chatbots to enhance user interactions and experiences.
• Support Center Website Enhancement:
• Proactively identify opportunities to improve the Support Center experience, employing a customer-centric approach.
• Craft attention-grabbing pop-up messages on our website to provide timely assistance and support to users.
• Collaborate with cross-functional teams to implement enhancements, leveraging user feedback and analytics to drive continuous improvement.
• Cross-Functional Collaboration:
• Collaborate with teams across departments, including Product, Content, Ops-Tech, Knowledge, Localization and Solutions to integrate Support Center initiatives seamlessly into the overall customer experience strategy.
  
  

Is this you?

The Payoneers Are

Accountable | Adaptable | Collaborative | Communicative | Fast Learners | Independent | Motivated | Problem Solvers | Resilient | Technically Proficient | Passionate about Customers

For This Role You Are Also

• Customer-facing content creation: Develop compelling and customer-centric content across various channels to effectively address user needs, enhance engagement, and reinforce brand messaging.
• Customer-centric mindset: Maintain a deep understanding of customer needs, preferences, and pain points to ensure that Support Center initiatives align with the customer journey and enhance overall satisfaction.
• Team-player: Work effectively in cross-functional teams, fostering collaboration and maintaining open lines of communication with stakeholders from various departments.
• Attention to details: Pay meticulous attention to detail when managing content and autoreplies, ensuring accuracy, consistency, and adherence to brand guidelines.
• Continuously learning: Stay updated on industry best practices, emerging technologies, and advancements in customer support methodologies.
  
  

Have you done this kind of stuff?

• A bachelor's degree in a relevant field such as Communications, Business, or a related discipline is often preferred. However, equivalent practical experience may be considered.
• Native English speaker with exceptional writing and grammar skills – Must.
• Experience in managing and writing digital content, including updating, and optimizing user-facing content within online platforms, chatbots and support portals.
• Proven experience in copywriting, preferably in a customer support or customer experience role.
• Strong attention to detail and the ability to maintain brand tone of voice in all communications.
• Familiarity with customer support tools - ticketing systems, knowledge management platforms.
• Familiarity with autoreply systems and understanding of how to leverage automation to enhance customer support processes.
• Proficiency in HTML with practical experience in creating and maintaining web content
• Experience in monitoring and analyzing KPIs related to customer support activities.
• Ability to collaborate effectively with cross-functional teams, Product, Content, Tech, Knowledge, Localization and Solutions.
• Familiarity with the Fin-Tech industry for a better understanding of customer needs and challenges – advantage.
  
  

Who We Are

Payoneer (NASDAQ: PAYO) is the world’s go-to partner for digital commerce, everywhere. From borderless payments to boundless growth, Payoneer promises any business, in any market, the technology, connections and confidence to participate and flourish in the new global economy. Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the world’s leading brands, Payoneer offers a universe of opportunities, open to you.