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operations coordinator

Job Description

• Planning and execution of help content strategy and pipeline for Viator Supplier support
• Develop and write clear and concise internal and external help content
• Attend cross-departmental meetings in line with coordinating business projects
• Regularly review inbound demand drivers and related data to ensure existing content is fit for purpose and identify knowledge gaps to drive improvements
• Regularily meet with Product, Marketing, and CRM to coordinate product releases or platform issues, assess their impact and gather requirements for customer operations
• Work closely with Training and Quality teams to meet organisational KPIs for agent performance and customer experience
• Use analytics and feedback to continuously improve and update existing content, and identify new content needs
• Effective project management will involve coordinating with cross-functional teams, tracking progress, and communicating project updates to stakeholders
• Maintain brand voice and tone across all written materials and ensure all content adheres to company policies and guidelines.
• Stay up-to-date with industry trends, customer service best practices, and new technologies to improve our help content.

• 1-2 years of experience in content writing, preferably in a customer service environment.
• Excellent written and verbal communication skills.
• Ability to manage projects end-to-end and independently.
• Strong attention to detail and ability to meet tight deadlines through Excellent prioritisation and organisational skills
• Ability to work independently and collaboratively in a fast-paced environment.
• Proven ability to handle multiple stakeholders
• Data-driven mindset to identify areas of improvement with the ability to tell stories using data

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