Role Purpose The Content Specialist is responsible for the creation, maintenance, and continuous enhancement of customer-facing and internal support content. This role ensures that knowledge base articles, support documentation, and training materials remain accurate, relevant, and aligned with evolving business processes, systems, and customer needs. Working closely with Subject Matter Experts (SMEs), Training & Quality Assurance (QA) teams, and the wider Customer Experience (CX) function, the Content Specialist identifies content gaps, drives content quality improvements, and ensures information is easy to access, understand, and apply. Key Responsibilities Content Development & Management Create, edit, and maintain customer-facing knowledge base articles, FAQs, help guides, and support content. Develop and update internal support documentation, procedural guides, and operational resources. Design, build, and maintain training materials and e-learning content in partnership with the Training and QA teams. Ensure content is transparent, concise, accurate,



and tailored to the needs of the target audience. Translate complex business, technical, or process information into user-friendly content. Content Quality & Governance Validate content for accuracy, completeness, and relevance before publication. Ensure all content adheres to established standards, templates, style guides, and tone-of-voice requirements. Maintain version control and ensure outdated, redundant, or inaccurate content is reviewed and updated promptly. Conduct regular content audits to identify gaps, duplication, inconsistencies, and quality issues. Critically assess content to ensure customer questions are comprehensively addressed from all relevant perspectives. Stakeholder Collaboration Partner with Subject Matter Experts (SMEs) to gather, verify, and clarify information. Proactively follow up on incomplete, unclear, or outdated content to ensure accuracy and relevance. Collaborate with Customer Experie

📌 Content Specialist (Nainital)
🏢 Sage
📍 Nainital