• Create and refine CX content that aligns with Roadie’s voice and style, ensuring clarity, consistency, usability, and strong customer self-service outcomes. • Regularly audit internal and external Salesforce content for accuracy and relevance, partnering with the CX Enablement team to analyze user behavior, address content gaps, and improve resources. • Translate process maps and workflows provided by CX Operations Specialists into clear, digestible guides for CX team members. • Partner with Product and Marketing teams to stay current on feature rollouts, enhancements, and campaigns, ensuring CX teams are equipped with the most up-to-date resources and messaging. • Work with the Legal team to secure necessary approvals for external-facing content. • Prioritize and organize incoming content requests based on scope, urgency, and deadlines. • Ensure efficient and timely completion of deliverables based on KPIs set by the Content & Instructional Design Manager. • Develop and maintain CX team macros to ensure standardized, brand-aligned communication across customer interactions. • Deliver and manage internal communications for CX teams across communication channels. • Optimize the knowledge base’s search experience by staying current on Salesforce features and capabilities. • Provide regular updates to CX Enablement leadership regarding help center performance, content initiatives, and identified opportunities for knowledge improvement.