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For Companies At a Glance
- Tasks: Create engaging chatbot content and optimise user interactions for a better customer experience.
- Company: Join Citation Group, a rapidly growing tech company focused on improving business services.
- Benefits: Enjoy 25 days holiday, birthday off, healthcare plan, and family support perks.
- Why this job: Be at the forefront of AI technology and make a real impact in customer engagement.
- Qualifications: Experience in writing digital content and managing chatbot systems is essential.
- Other info: Remote or hybrid work options available with excellent career growth opportunities.
The predicted salary is between 30000 - 42000 £ per year.
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-sized companies. We understand 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.
As we scale for further growth across the Citation Group, hopefully, that’s where you come in.
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. If you are curious about new technology and want to build a career in Conversational AI, this is a great opportunity to get involved and grow with us.
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.
Here’s a taste of the perks we roll out for our extraordinary team members:
- 25 Days of Holiday + 8 Bank holidays: Enjoy 25 days of holiday, plus bank holidays.
- Birthday Bliss: Enjoy a day off on your birthday.
- Post-Wedding Bliss: Extra weeks of holiday for newlyweds.
- Growing Families: Vouchers and special perks for expectant parents.
- Healthcare cash plan: Private healthcare to ensure your peace of mind.
Locations
Chatbot Content Designer in Cheshire, Wilmslow employer: The Citation Group
Contact Detail:
The Citation Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Chatbot Content Designer in Cheshire, Wilmslow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend webinars, and join relevant groups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio showcasing your chatbot content design work. This is your chance to demonstrate your writing chops and how you can make AI interactions smoother for users.
✨Tip Number 3
Prepare for interviews by practising common questions related to chatbot content design. Think about how you can explain your process for creating engaging content and how you use data to improve user experiences.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our mission to make life easier for businesses.
We think you need these skills to ace Chatbot Content Designer in Cheshire, Wilmslow
Some tips for your application 🫡
Tailor Your Content: Make sure your application reflects the specific skills and experiences mentioned in the job description. We want to see how your background aligns with our mission to create clear and helpful AI-ready content.
Showcase Your Writing Skills: Since strong writing is key for this role, include samples of your previous work or describe projects where you’ve created engaging content. Let us see your ability to simplify complex topics for diverse audiences!
Highlight Your Data Savvy: We love candidates who can analyse data! Share examples of how you've used data to improve content or user experience in past roles. This will show us you're ready to help our chatbot get smarter every day.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
How to prepare for a job interview at The Citation Group
✨Know Your Chatbot Inside Out
Before the interview, make sure you understand how chatbots work, especially in the context of customer support. Familiarise yourself with the specific chatbot tools mentioned in the job description, like Intercom, and be ready to discuss how you would create engaging content that aligns with the brand's voice.
✨Showcase Your Writing Skills
Prepare examples of your previous work that demonstrate your ability to write clear and helpful content. Bring along samples of chatbot dialogues or help centre articles you've created, and be ready to explain your thought process behind structuring conversation flows and decision trees.
✨Data-Driven Mindset
Since the role involves analysing chatbot performance, brush up on your data analysis skills. Be prepared to discuss how you would use data to identify trends and improve chatbot interactions. Think of specific metrics you would monitor and how they could inform your content strategy.
✨Collaborative Spirit
This role requires working closely with various teams, so highlight your experience in cross-functional collaboration. Share examples of how you've worked with subject matter experts or other departments to ensure content accuracy and consistency, and express your enthusiasm for teamwork.