Crimson Hexagon Manager, Self-Service Help Center in Boston, Massachusetts

Crimson Hexagon helps global brands better understand their consumers. With instant access to the world’s largest volume of unstructured text and images across social, online public, and enterprise-held data sources, Crimson Hexagon’s AI-powered consumer insights platform allows clients to analyze audiences, track brand perception and campaign performance, and even detect competitive and market trends. Our clients include Anheuser-Busch InBev, Adidas, General Mills, Paramount Pictures, and Twitter. We’re a high growth software company headquartered in Boston with offices in Chicago, New York, San Francisco and London. Find us on Twitter and on LinkedIn.

We are seeking a Manager of our Self-Service Help Center. You will lead our organization-wide initiative to transform existing self-service materials into high-quality, easily digestible content. Your contributions will enable Crimson Hexagon to provide superior support to our clients, along with helping to indirectly drive net new global client revenue. We want a visionary individual with strong content management and curation skills, who wants to make an impact within a rapidly evolving organization.

  • Develop and oversee the vision, strategy, day-to-day operations, and success of our customer facing and internal self-service Help Center.

  • Manage a small team that is responsible for Help Center content management and curation, including content creation across multiple languages.

  • Provide recommendations for Help Center enhancements, infrastructure improvements, and information architecture.

  • Develop a process for creating client education materials. Create content, investigate proposed articles or videos, obtain necessary approvals cross functionally, and publish final copy.

  • Create requirements and acceptance criteria for customer-facing Help Center articles.

  • Works closely with Product, Marketing, and Coaching teams to update content regularly to improve the Help Center and maintain a competitive advantage.

  • Manage third party relationships with designers to ensure proper aesthetic and functionality of the Help Center.

  • Identify new self-service content by reviewing common support questions to enhance the client experience.

  • Bachelor’s degree and 2-5 years of experience in a managerial position.

  • Minimum of 6 years of work experience required.

  • Preference for individuals who have previously managed Help Centers.

  • Familiarity with software technology and social media platforms.

  • Experience writing and editing long form content.

  • Project management, content management and curation experience preferred.

  • Proven ability to assess problems and articulate solutions to customers, peers and cross functional teams.

  • Primary English language proficiency required; secondary languages preferred.

  • Basic web editing skills preferred (HTML, CSS, Java).

ID: 2018-1314