Support Experience Content Specialist

Senior Support Experience Content Specialist
Overview

Responsible for ensuring the quality, usability, findability, and effectiveness of customer‑facing support content across Support.Bose.com and global support sites. The role combines content strategy, editing, and UX design to create intuitive self‑service experiences that help customers quickly find answers, complete support tasks, and successfully resolve issues.
Key Responsibilities

Create, edit, and optimize customer‑facing support content to improve clarity, usability, and customer outcomes.
Apply UX design principles to enhance support page experiences, information architecture, and customer journeys.
Monitor and improve the quality, accuracy, consistency, and effectiveness of support content across global support sites.
Identify, prioritize, and resolve content, usability, and customer experience issues.
Improve content discoverability and help customers find answers more efficiently through effective content structure and organization.
Analyze customer feedback, behaviors, and support trends to identify opportunities for improvement.
Drive enhancements to support content, navigation, page experiences, and paths to resolution.
Support content governance, audits, and ongoing optimization initiatives.
Ensure a consistent and seamless support experience across products, regions, and support channels.
Recommend and implement improvements that increase self‑service success and customer satisfaction.
Required Qualifications

Bachelor's degree in Communications, Marketing, Digital Experience, Technical Communication, English, Journalism, UX Design, Human‑Centered Design, or a related field.
5+ years of experience in digital content management, content editing, UX design, customer support content, knowledge management, or web experience optimization.
Experience working with content management systems and customer‑facing digital support platforms.
Strong understanding of content strategy, UX design principles, information architecture, customer experience, search optimization, and performance measurement.
Excellent analytical, communication, stakeholder management, and project management skills.
Preferred Qualifications

Experience with Salesforce Experience Cloud, GA4, Sprig, Figma, or similar platforms.
Experience supporting global or multilingual digital experiences.
Knowledge of accessibility standards and content best practices.
Familiarity with customer journey mapping, user research, and UX methodologies.
Experience working in Agile and cross‑functional team environments.
Compensation and Benefits

The hiring range for this position in the primary work location of Framingham, Massachusetts is $83,300-$114,500. Additional base pay is complemented by bonus programs, comprehensive health and welfare benefits, a 401(k) plan, exclusive perks designed to support wellbeing, and a generous employee discount.
Equal Opportunity Employment

Bose is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. The EEOC’s “Know Your Rights: Workplace discrimination is illegal” poster is available at https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf. Bose is committed to providing reasonable accommodations to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please contact the application accommodation request team. Our goal is to create an atmosphere where every candidate feels supported and empowered in the interviewing process. Diversity and inclusion are integral to our success, and we believe that providing reasonable accommodation is not only a legal obligation but also a fundamental aspect of our commitment to being an employer of choice.

#J-18808-Ljbffr