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- Tasks: Create engaging AI content for our chatbot and enhance customer interactions.
- Company: Join Citation Group, a rapidly growing tech company focused on improving business experiences.
- Benefits: Enjoy 25 days holiday, birthday off, healthcare plan, and family support perks.
- Why this job: Be part of an innovative team using AI to transform customer service.
- Qualifications: Experience in chatbot content creation and strong writing skills required.
- Other info: Remote or hybrid work options with excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ 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. 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 involves using technology and AI to genuinely improve 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, ensuring 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.
- 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.
- 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.
- 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.
- 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.
- 25 Days of Holiday + 8 Bank holidays.
- Birthday Bliss: Enjoy your birthday with a day off.
- Post-Wedding Bliss: Extra weeks of holiday for newlyweds.
- Growing Families: Vouchers and special perks for expectant parents.
- Healthcare cash plan: Private healthcare for your peace of mind.
Chatbot Content Designer in 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 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 content design and AI. Think about how you can articulate your experience with tools like Intercom and your approach to optimising chatbot performance.
✨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 the Citation Group family and contributing to our mission.
We think you need these skills to ace Chatbot Content Designer in 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 flair for simplifying complex topics!
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 make our chatbot 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 tools mentioned in the job description, like Intercom, and be ready to discuss how you would structure conversation flows and decision trees.
✨Showcase Your Writing Skills
Prepare examples of your writing that demonstrate your ability to create clear and helpful content. Think about how you can simplify complex topics for diverse audiences, as this is crucial for a role focused on AI-ready content.
✨Be Data-Driven
Since the role involves performance analysis, come prepared with insights from any previous experience where you've used data to improve content or user experience. Be ready to discuss specific metrics you’ve monitored and how you acted on those insights.
✨Demonstrate Curiosity About Technology
Express your enthusiasm for new technology and AI during the interview. Share any personal projects or experiences that showcase your willingness to learn and adapt to new tools, as this aligns perfectly with the company’s mission to innovate.
