This job is no longer active
About Glovo:
We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day.
At Glovo, you’ll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of lives… all while having fun!
We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.
In your application, please feel free to note which pronouns you use (For example: she/her/hers, he/him/his, they/them/theirs, etc).
Your work-life opportunity:
For our Glovo Barcelona offices, we are looking for a Content Lead to manage our Customer Support Global Content team. With more than 25 countries and +16 different languages, we are looking for someone to lead the strategy for our external content (so we improve the way we serve our customers), and also our internal content (Knowledge Base) to empower +3k agents worldwide with more than +400 processes. This is a managerial role that requires team coaching, content strategy creation, stakeholder management across the different geographies and experience in the field.
Be a part of a team where you will:
-
Create a localisation strategy for each of our customer languages, utilising internal and external localisation resources as appropriate
-
Create the Knowledge Base strategy for all countries and agents - and iterate it by defining new projects in order to increase usage.
-
Create structures/strategies/workflows for organising our support content that make it as easy as possible for our customers and support teams to find what they need as well as overview their success and effectiveness
-
Create and manage a system for measuring the usage and effectiveness of support content in all of our customer languages
-
Oversee all content creation activities for Live Operations (incl all content types)
-
Work closely with stakeholder teams (localisation, copywriting, other customer support departments like Quality, Training, Ops, etc) to devise a content strategy that aligns with the company's and department wider goals
-
Repurpose content for different mediums (such as Knowledge content, SM, etc.)
-
Overview and foresee high client facing Customer Support content for Glovo as well as internal content types (knowledge content, etc.)
-
Keep up to date with industry best practice and monitoring content activities of competitor websites
-
Train/coach content team on how to-s (platforms, content best practices, localisation, content strategies, needs for the business, project planning, etc.)
-
Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference
You have:
-
Full verbal and written proficiency in English (proficiency in another language is highly desirable)
-
Significant experience managing support content and / or Knowledge Base (5+years)
-
Experience with localisation providers and localisation services/tools (2+years)
-
Experience using metrics to drive support content improvement - signing off decisions and measure content effectiveness
-
Experience with TMS, CMS and CRM tools
-
Creative minded with an ability to conceive interesting ideas for new content
-
Be a self-starter who can identify needs and move swiftly to address them
-
Outstanding communication and interpersonal skills, positive and patent
-
Excellent organisational skills and problem-solving ability
-
An empathetic, inclusive and curious attitude
We are always looking for the best candidates, so if you think you would be a good fit even if you don't meet 100% of the requirements we would love to hear from you!
Experience our Glovo Life benefits:
-
Enticing equity plan
-
Top-notch private health insurance
-
Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders!
-
Discounted gym memberships
-
Flexible time off (take the time you need) and hybrid working model (own your time)
-
Enhanced parental leave including nursery support!
-
Online therapy and wellbeing benefit
-
External learning budget
What you’ll find when working at Glovo:
-
Gas: Driven to deliver quality results quickly
-
Good Vibes: Bring positivity and communicate openly
-
Stay Humble: Self-aware and open to learning
-
Care: Uplift people and the planet
-
Glownership: Act as proud owners
-
High Bar: Focus on Top Performance
If you believe you match these values, we look forward to meeting you!
Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook!