StubHub Content Analyst

eBay Inc. - Draper, UT (30+ days ago)4.0


StubHub’s Knowledge Management team is responsible for creating and globalizing customer service and self-help content which is utilized to delight our fans and help them get to their event experiences. We are seeking a fan-first, passionate individual who everyday hustles to delight our fans! Reporting through our Global Operational Excellence team, the content analyst will work in a closely with the Self-Help, Process Improvement, Training, Quality and CS teams to create, strategize, continuously improve, and promote customer and teammate-facing knowledge base content.

The ideal candidate will be a highly motivated, proven self-starter dedicated to sharing and managing knowledge to bettering the fan experience.

Core Responsibilities

Conduct regular analysis on self-help platform performance to increase our self-service rate
Oversee the tuning and management of our Virtual Assistant
Actively working with product and technology to drive CS tool improvements and drive expert efficiency
Regularly share actionable insights based on analysis of customer behavior with our self-help platform
Create and share root cause analysis for customer behavior and areas of friction in the customer journey
Assist in the maintenance of external self-help platform content
Demonstrates customer-focus by seeking out, understanding, and responding to the needs of internal and external customers
Work closely the service design organization in enhancing our self-help platform and further integrate AI

Job Requirements:
4 years experience in a global, fast-paced environment in creating and designing self-help and AI type products
BA or BS degree in Computer Science, Information Systems or a related field preferred
Excellent organizational and project management skills with experience managing multiple projects with competing priorities
Extensive experience authoring within Oracle Knowledge (Inquira), very familiar with HTML, CSS, and Jira for content request management.
Basic understanding of HTML / CSS
Reading and writing fluency of additional languages at an editorial level is a plus
e-commerce background is a plus

Skills:
Ability to craft content / communicate clearly and succinctly
Proficient computer skills (Microsoft Office – Excel, Word, PowerPoint, Outlook)
Proficiency in process mapping and other process improvement methods and tools
Basic understanding of HTML / CSS
Content strategy and management
Web design and development
JSON code (read and write)
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eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.

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