Job at a glance
Ibotta is seeking a detail-oriented and collaborative Content Specialist to join our team and help elevate our Customer Operations department. We are looking for a process-minded individual who works well across teams but is equally comfortable owning their own projects and driving them to completion. In this role, you will support our mission to optimize the customer experience by maintaining high-quality knowledge base content, contributing to chatbot and automation efforts, and ensuring every communication reflects our official Voice & Tone.
If you are a strong writer who enjoys turning complex information into clear, actionable content and wants to grow your skills in content operations, this is the role for you. This position will focus on writing and maintaining knowledge base and Help Center content, supporting chatbot and documentation needs, and assisting with internal communications for Customer Operations teams. The position reports to the Manager, Content and Communications.
This position is located in Denver, Colorado as a hybrid position requiring 3 days in office (Tuesday, Wednesday, and Thursday). What you will be doing: Work with the Content and Communications team to optimize all Customer Operations Help Center content by creating and maintaining streamlined systems across the teams we support. Maintain the Help Centers, chatbots, and other Zendesk tools to maximize self-service and optimize cost-to-serve.
Use a data-driven approach to interpret and report content metrics to leadership, including self-service and ticket deflection trends, and use this analysis and feedback to optimize performance and source new content continuously. Drive chatbot performance, API integrations, increased personalization, and an optimal customer experience by helping scale the chatbot capabilities and automated ticket deflection potential.
Help oversee creation, auditing, and optimization of accurate and visually consistent knowledge bases (articles, macros, guides). Guard the official Voice & Tone Style Guide for all communications. Manage specialized content streams, including weekly newsletters and asynchronous channels like Slack. Monitor asynchronous channels and meetings for team takeaways and promptly respond to team tags to help forecast and sync internal and external content for all new rollouts and promotions to ensure seamless cross-functional collaboration.
Pilot new AI and knowledge management tools, provide structured feedback that shapes how we scale them, and surface recurring content gaps as continuous improvement opportunities. Embrace and uphold Ibotta's Core Values: Integrity, Boldness, Ownership, Teamwork, Transparency & Advocate for Savers. What we are looking for: Experience in a Business Operations role is required. Minimum 2 years of experience within the Customer Operations organization preferred, with additional Care Operations experience a strong plus.
Strong written and verbal communication skills, ability to edit copy and receive feedback, and must be well organized and able to summarize complex information clearly and succinctly. Results-driven and self-directed, with a highly organized and methodical approach. Capable of managing multiple priorities and projects simultaneously in a dynamic, high-growth environment. Experience with AI and automation tools is a plus.
Proficiency in G Suite applications is required. What you will be doing: Manage setup, QA, and launch of all components in a program including Offers and Ad Products. Stay up to date on internal system changes and update impacted departments effectively. Identify, analyze, and help fix technical problems alongside Engineering and Product teams. Identify opportunities to eliminate program set up errors and streamline work processes and work cross-functionally with other departments to implement optimizations.
Provide support, troubleshooting and best in class service to our internal customers. Provide support in new hire training, proc