Experienced Full Stack Content Writer & AI Automation Specialist – Customer Experience Enhancement

Are you a creative and analytical individual with a passion for crafting engaging content and driving innovation in AI-driven systems? Do you have a knack for simplifying complex topics and a strong command of English grammar and tone? If so, we invite you to join arenaflex, a retail and technology company that's revolutionizing the way people shop and interact with brands. At arenaflex, we're committed to providing an exceptional customer experience that's both personalized and efficient. To achieve this goal, we're seeking an experienced Full Stack Content Writer & AI Automation Specialist to join our team. As a key member of our customer care team, you'll be responsible for enhancing our AI-driven platforms and systems, with a focus on improving efficiency, accuracy, and customer experience across multiple channels.

About arenaflex

arenaflex is a retail and technology company that's challenging the existing idea that nice things should cost a lot. Our mission is simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. We're a team of world-class talent from top universities and companies, including Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, and Nike. Our values are centered around customer satisfaction, high-quality products, essential design, always a better deal, and environmental and social responsibility. We're committed to sustainable materials and production methods, ensuring a cleaner environment and fair wages for factory workers.

Key Responsibilities

As an Experienced Full Stack Content Writer & AI Automation Specialist, you'll be responsible for:

• Enhancing our Gladly Answers platform to improve knowledge for customers, AI chatbots, and agents
• Managing and responding to all knowledge base and macro requests from the internal team on a daily basis, maintaining a 100% same-day response rate
• Reviewing, updating, and implementing changes to ensure all knowledge base entries are accurate, clear, consistent, and adhere to brand voice and style guidelines
• Improving Gen AI resolution rates by regularly monitoring performance, analyzing data, and suggesting improvements to optimize Gen AI resolution accuracy for SMS and Chat
• Optimizing self-service deflection by performing a detailed analysis of self-service deflection in the Contact Us page (Help Center) and implementing strategies and solutions to enhance deflection, improving overall customer support efficiency and reducing the need for human escalation
• Analyzing and assessing gaps in the current Email Sidekick threads and creating an implementation plan aimed at increasing the email resolution rate, ensuring more efficient automated responses
• Configuring transactional threads to solve main contact topic drivers for customer care
• Monitoring quick answers performance and customers' search behavior to assess changes needed to improve Glad App deflection rate
• Supporting new market launches by ensuring Help Center and Knowledge Base articles/content are correctly updated to support new market and language requirements

Essential Qualifications

* 2+ years of experience writing knowledge base articles, macros, FAQs, or other end-user documentation

• Bachelor's degree in English, Communications, or a related field
• Strong command of English grammar, clarity, and tone with an ability to simplify complex topics
• Ability to write in a brand voice that aligns with company culture and customer expectations
• Proven experience in AI-driven systems, machine learning, or similar technology roles, ideally with a focus on customer service automation
• Solid understanding of AI transactional threads, bots, and automation tools
• Ability to analyze complex systems, identify gaps, and create actionable solutions
• Strong communication and collaboration skills, with a track record of working cross-functionally in a fast-paced environment

Preferred Qualifications

* Experience crafting AI-driven self-service content (e.g., chatbot or virtual assistant responses)

• Familiarity with Gladly and Sidekick tools
• Experience working with machine learning algorithms and natural language processing (NLP) techniques
• Strong analytical and problem-solving skills, with the ability to think creatively and outside the box

What We Offer

* Competitive salary range: $35-$40 USD per hour

• Bonus eligibility based on role impact and contribution to strategic goals
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off

Why Join arenaflex?

* We're a company that's passionate about innovation and customer satisfaction

• We offer a dynamic and collaborative work environment that fosters growth and development
• We're committed to environmental and social responsibility, ensuring a cleaner environment and fair wages for factory workers
• We're a team of world-class talent from top universities and companies, with a shared vision for revolutionizing the retail industry

If you're a creative and analytical individual with a passion for crafting engaging content and driving innovation in AI-driven systems, we invite you to join our team at arenaflex. Apply now to become a key member of our customer care team and help us revolutionize the way people shop and interact with brands. Apply for this job