At a Glance
- Tasks: Create and manage engaging chatbot content to enhance customer experience.
- Company: Join Citation Group, a rapidly growing company dedicated to supporting small businesses.
- Benefits: Enjoy 25 days holiday, birthday off, healthcare plan, and family support perks.
- Other info: Remote or hybrid work options with excellent career growth opportunities.
- Why this job: Be at the forefront of AI technology and make a real difference in customer interactions.
- Qualifications: Experience in writing digital content and managing budgets; strong analytical skills.
The predicted salary is between 30000 - 40000 £ per year.
Chatbot Content Specialist Location: Remote or Hybrid (3 days Wilmslow, 2 days from home)
We’re Citation Group. A group of businesses on a mission to make life easier for small and medium‑size companies. We get that running a business is tough. You’re spinning plates trying to keep your customers happy, stay on top of rules and regulations, look after your team, and somehow still grow. The Citation Group has grown rapidly over the past few years and has big ambitions for the future. As a Private Equity‑backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.
The role
We’re on a real journey to use technology and AI in a way that genuinely improves how our customers experience our services. We are looking for someone who enjoys creating clear, helpful and genuinely useful AI‑ready content. In this role you will look after the content that sits within our Intercom chatbot, work closely with teams across the business to keep our knowledge base accurate and up to date, and use data to understand what our customers need so the bot gets smarter every day. You will also take ownership of the technology budget, making sure we get the best value from our tools.
Content Creation & Management
- Write, edit, and maintain clear, helpful, and brand‑aligned chatbot content across customer journeys.
- Structure conversation flows, decision trees, and escalation paths for smooth user interactions.
- Maintain a knowledge base to support chatbot responses and self‑service resources.
- Contribute to the definition of the chatbot’s tone of voice and personality to ensure a consistent, brand‑aligned user experience.
- Collaborate with subject matter experts to ensure content accuracy and tone.
Performance Analysis & Optimisation
- Regularly monitor chatbot performance through data and feedback (e.g., resolution rates, AI involvement, user satisfaction).
- Use Intercom and analytics tools to identify gaps, trends, and opportunities for improvement.
- Test and iterate on content to enhance effectiveness and reduce manual support load.
Platform & Process Ownership
- Manage chatbot content within Intercom, ensuring consistency, accuracy, and relevance.
- Keep conversation flows aligned with current products, policies, and business goals.
- Contribute to develop, document, and maintain best practices and guidelines for conversational design.
- Work cross‑functionally with support, marketing, and product teams to align messaging and updates.
- Train Support team members on chatbot content updates and best practices.
Budget Influence and Planning
- Provide insight and recommendations on chatbot content and technology spend, helping shape how the budget is used.
- Review tools, subscriptions and services, offering clear guidance on what adds value and what can be improved.
- Partner with finance to share updates on spend patterns, efficiency and return on investment.
- Support informed decision making to ensure resources are used wisely and contribute to ongoing improvement and innovation.
About You
- Proven experience writing or managing chatbot, help centre, or digital support content.
- Strong writing skills – creating and maintaining content for AI, with the ability to simplify complex topics for diverse audiences.
- Comfort with data – able to analyse chatbot usage and turn insights into action.
- Experience managing a budget or cost centre.
- Excellent organisational skills with attention to detail and process.
- Hands‑on experience using Intercom, especially chatbot workflows and Inbox.
- Experience in customer support, UX writing, content strategy, or similar fields.
- Familiarity with AI (LLMs & Natural Language) or automation tools in customer engagement.
- Experience with knowledge management or content management systems.
- Strong stakeholder management and communication skills.
- Ability to work independently and proactively identify opportunities for improvement.
- A fast learner, who is curious about new technology and a willingness to pick up new tools quickly.
Benefits
- 25 Days of Holiday + 8 Bank holidays: Take your well‑deserved break with 25 days of holiday, plus those cherished bank holidays.
- Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off.
- Post‑Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post‑wedding happiness.
- Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
- Healthcare cash plan: Your well‑being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
Conversation Analyst in Wilmslow employer: Citation Canada
At Citation Group, we pride ourselves on being an exceptional employer that values innovation and employee growth. With a flexible remote or hybrid work model, a supportive culture, and a commitment to personal development, we empower our team members to thrive in their careers while contributing to our mission of simplifying business for small and medium-sized companies. Enjoy generous benefits like 25 days of holiday, a healthcare cash plan, and unique perks that celebrate life's milestones, all while working in a dynamic environment that embraces technology and creativity.
StudySmarter Expert Advice🤫
We think this is how you could land Conversation Analyst in Wilmslow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Citation Canada. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Citation Canada before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Conversation Analyst in Wilmslow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Citation Canada:Your cover letter is your chance to shine! Tell us why you want to work at Citation Canada specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Citation Canada!
How to prepare for a job interview at Citation Canada
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
