CRM Knowledge

Job Overview:

We are seeking a CRM Customer-Facing Content & Communications Specialist responsible for managing and optimizing all customer-facing content within CRM platforms. This role requires strong CRM system experience combined with excellent communication skills to translate complex ideas into clear, concise, and human-centered messaging.

The position operates similarly to internal PR or corporate communications, with a primary focus on CRM tools, customer-facing content, agent enablement, and the continuous improvement of AI-powered workflows.

Key Responsibilities:

• Manage and maintain customer-facing knowledge bases and FAQ libraries within CRM tools (e.g., Zendesk, AIHelp, Salesforce).

• Create, update, and optimize CRM reply templates to ensure clarity, consistency, and customer-friendly tone.

• Translate complex policies, workflows, or system logic into short, clear, and logically structured messages.

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