Nuuly Customer Success AI Content & Quality Spe...

Role Summary

Nuuly is seeking a Customer Success AI Content & Quality Specialist that will support the creation, maintenance, and quality assurance of AI-powered customer success content. Reporting to the Customer Success AI Content and Quality Manager, this role is highly execution-focused and plays a critical part in ensuring AI-generated and AI-assisted content is accurate, consistent, on-brand, and delivers a high-quality customer experience.

You will work closely with Customer Success, Content, and Support teams to keep AI content current, trustworthy, and aligned with real customer needs. This is an ideal role for someone who enjoys detail-oriented work, continuous improvement, and working directly with AI systems to refine outputs.

Role Responsibilities

• Maintain and update AI-generated and AI-assistated content across customer-facing surfaces, including: 
• Help center and knowledge base articles
• Onboarding and Adoption guides
• In-product guidance and FAQs
• Customer communications and playbooks
• Ensure content reflects the latest product features, workflows, and known issues
• Monitor AI content outputs to identify outdated, incomplete or incorrect information
• Review AI-generated content for accuracy, clarity, tone, and brand alignment.
• Validate content against product documentation and real customer use cases.
• Identify and correct hallucinations, inconsistencies, or gaps in AI responses.
• Apply established quality standards, style guidelines, and governance policies.
• Tag, categorize, and organize content to improve AI retrieval and relevance.
• Partner with Customer Success Managers and Support teams to capture recurring questions, issues, and feedback.
• Help reduce support ticket volume by improving self-service and AI-driven guidance.

Role Qualifications

• Minimum 2-4 years of experience in a Customer Success, Content Strategy, Knowledge Management or related role
• Demonstrate a passion for and understanding of the URBN brands, customers and product. 
• Hands-on experience using AI tools for content creation, optimization, or automation.
• Result and action-oriented, resourceful and efficient
• Strong attention to detail and commitment to content accuracy and quality.
• Experience working with knowledge bases, help centers, or customer-facing documentation.
• Ability to follow established processes while contributing improvement ideas.
• Exceptional written and verbal communication skills
• Willing to take on additional projects and support external team members to support business and customer needs
• On the spot, creative problem solving skills that meet the needs of the customer and the business

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The Perks

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

Pay Range

EEO Statement

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.