Support Experience Content Specialist

Bose Corporation • Framingham, MA

2d • $83,300 - $114,500 • Onsite

About The Position

The Senior Support Experience Content Specialist is responsible for ensuring the quality, usability, findability, and effectiveness of customer-facing support content across Support.Bose.com and global support sites. This role combines content strategy, content editing, and UX design to create intuitive self-service experiences that help customers quickly find answers, complete support tasks, and successfully resolve issues. The position continuously improves support content, page experiences, and customer journeys to enhance customer satisfaction, content effectiveness, and self-service success.

Requirements

• Bachelor's degree in Communications, Marketing, Digital Experience, Technical Communication, English, Journalism, UX Design, Human-Centered Design, or a related field.
• 5+ years of experience in digital content management, content editing, UX design, customer support content, knowledge management, or web experience optimization.
• Experience working with content management systems and customer-facing digital support platforms.
• Strong understanding of content strategy, UX design principles, information architecture, customer experience, search optimization, and performance measurement.
• Excellent analytical, communication, stakeholder management, and project management skills.

Nice To Haves

• Experience with Salesforce Experience Cloud, GA4, Sprig, Figma, or similar platforms.
• Experience supporting global or multilingual digital experiences.
• Knowledge of accessibility standards and content best practices.
• Familiarity with customer journey mapping, user research, and UX methodologies.
• Experience working in Agile and cross-functional team environments.

Responsibilities

• Create, edit, and optimize customer-facing support content to improve clarity, usability, and customer outcomes.
• Apply UX design principles to enhance support page experiences, information architecture, and customer journeys.
• Monitor and improve the quality, accuracy, consistency, and effectiveness of support content across global support sites.
• Identify, prioritize, and resolve content, usability, and customer experience issues.
• Improve content discoverability and help customers find answers more efficiently through effective content structure and organization.
• Analyze customer feedback, behaviors, and support trends to identify opportunities for improvement.
• Drive enhancements to support content, navigation, page experiences, and paths to resolution.
• Support content governance, audits, and ongoing optimization initiatives.
• Ensure a consistent and seamless support experience across products, regions, and support channels.
• Recommend and implement improvements that increase self-service success and customer satisfaction.

Benefits

• bonus programs
• comprehensive health and welfare benefits
• a 401(k) plan
• exclusive perks designed to support your wellbeing
• a generous employee discount

What This Job Offers

• Job Type: Full-time
• Career Level: Senior