Customer Success Specialist, AI Content & Quality

Content Marketing ManagerContent Marketing ManagerFull TimeRemoteMid LevelTeam 10,001+H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

42 days ago

Salary

$25 / hour

Seniority

Mid Level

High School2 yrs expEnglish

Job Description

Customer Success Specialist, AI Content & Quality

URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

• Maintain and update AI-generated and AI-assistated content across customer-facing surfaces, including: Help center and knowledge base articles, Onboarding and Adoption guides, In-product guidance and FAQs, Customer communications and playbooks • Ensure content reflects the latest product features, workflows, and known issues • Monitor AI content outputs to identify outdated, incomplete or incorrect information • Review AI-generated content for accuracy, clarity, tone, and brand alignment. • Validate content against product documentation and real customer use cases. • Identify and correct hallucinations, inconsistencies, or gaps in AI responses. • Apply established quality standards, style guidelines, and governance policies. • Tag, categorize, and organize content to improve AI retrieval and relevance. • Partner with Customer Success Managers and Support teams to capture recurring questions, issues, and feedback. • Help reduce support ticket volume by improving self-service and AI-driven guidance.

Job Requirements

  • Minimum 2-4 years of experience in a Customer Success, Content Strategy, Knowledge Management or related role
  • Demonstrate a passion for and understanding of the URBN brands, customers and product.
  • Hands-on experience using AI tools for content creation, optimization, or automation.
  • Result and action-oriented, resourceful and efficient
  • Strong attention to detail and commitment to content accuracy and quality.
  • Experience working with knowledge bases, help centers, or customer-facing documentation.
  • Ability to follow established processes while contributing improvement ideas.
  • Exceptional written and verbal communication skills
  • Willing to take on additional projects and support external team members to support business and customer needs
  • On the spot, creative problem solving skills that meet the needs of the customer and the business

Benefits

  • medical
  • dental
  • vision
  • PTO
  • generous employee discounts
  • retirement savings and much more!

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Job Closed