Note: The job is a remote job and is open to candidates in USA. Golden Pet Brands is dedicated to creating a world where pets live longer, healthier lives. They are seeking a Content & Communications Specialist to support the execution of agent-facing content, ensuring agents have the necessary information to drive customer retention and brand trust.
Responsibilities
- Maintain the Golden Pet Customer Care Knowledge Base, ensuring SOPs, policies, workflows, process documentation, and reference materials are accurate, organized, and reflect current products, priorities, and CX standards
- Write, manage, and continuously improve agent macros, response templates, and scripting across contact types and brands
- Support the translation of CX program goals, brand positioning, and business priorities into clear agent messaging and enablement materials
- Partner with the GCC Training Manager to ensure new hire and ongoing training content reflects current standards, brand voice, and save/retention scripting
- Execute content update cycles in response to product launches, policy changes, escalation trends, and QA findings
- Maintain a content governance process - tracking what exists, what's outdated, and what gaps need to be filled
- Collaborate with the Escalations Lead and QA Lead to ensure agent content supports consistent, high-quality resolution outcomes
- Flag content gaps or messaging failures surfaced through QA, CSAT, or escalation patterns and drive resolution
Skills
- Strong writing skills with the ability to translate complex information into clear, on-brand agent-facing content
- Organized and systems-minded - comfortable owning a content library across multiple brands and contact types
- Understands how agent messaging connects to business outcomes (retention, save rate, CSAT)
- Detail-oriented with strong follow-through on content governance and update cycles
- Collaborative and cross-functional - able to gather input from multiple stakeholders and synthesize into clean, usable content
- Comfortable working in ambiguous, fast-moving environments where content needs change frequently
- Bachelor's Degree or equivalent work experience
- 1-2 years of experience in customer support, CX operations, content writing, or knowledge management
- Demonstrated experience creating or maintaining agent-facing content (macros, scripts, SOPs, or knowledge base articles)
- Experience supporting DTC or subscription-based brands
- Experience partnering with third-party support teams
- Familiarity with retention scripting, save flows, or contact center training content
Benefits
- Comprehensive healthcare coverage – We cover **100% of premiums** for medical, dental, and vision plans for employee-only plans.
- Annual bonus
- We match up to**3.5% of your 401k contributions**, ensuring your retirement savings grow alongside your career.
- **6 paid sick and mental health days,** an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
- Invest in your future with our **Employee Stock Ownership Plan**, where company contributions fund your retirement plan with company stock. [Learn more.](https://www.goldenhippo.com/esop)
- **Reimbursements for a portion of personal cell phone and internet usage** for eligible employees.
- **Professional development** **opportunities** with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
- Potential for quarterly KPI bonuses.
Company Overview