Self-Service Programs Specialist I in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Self-Service Programs Specialist I based in the United States.

This role sits at the intersection of digital content, customer experience, and emerging AI-driven self-service technologies. You will help maintain and enhance knowledge bases, IVR scripts, and chatbot content that directly shape how users interact with automated support systems. The work focuses on improving efficiency, reducing friction, and increasing self-service adoption across the organization. You will analyze user behavior, feedback, and performance metrics to identify opportunities for optimization. Operating in a remote-first environment, you will collaborate with cross-functional teams including program managers, developers, and operational leaders. This is a detail-oriented and impact-driven role where your contributions directly improve customer experience and operational scalability.

• Review, edit, and develop knowledge base articles, generative AI content, and IVR/voicebot scripts to ensure clarity, accuracy, and usability in self-service channels.
• Monitor performance of self-service tools using CSAT data, escalation trends, user feedback, and engagement metrics to identify areas for improvement.
• Test and validate updates across chat, call, and digital self-service systems to ensure functionality and user experience quality.
• Analyze traffic patterns and usage data to identify opportunities to increase adoption and effectiveness of self-service solutions.
• Collaborate with cross-functional stakeholders, including program managers, developers, and marketing teams, to align improvements with business goals.
• Ensure all content and workflows comply with privacy, security, and regulatory requirements.
• Support ongoing reporting and presentations on self-service performance, insights, and optimization opportunities for leadership.
• Stay informed on emerging technologies and contribute ideas for improving digital self-service capabilities across the organization.

• High school diploma required; additional training or certification in AI, digital self-service, chatbots, or related fields strongly preferred.
• Experience working with digital self-service tools such as IVR systems, chatbots, or knowledge management platforms.
• Proficiency in Microsoft Word, Excel, Outlook, and SharePoint.
• Exposure to call center, customer support, or healthcare/insurance environments is a plus.
• Strong analytical skills with the ability to interpret data, user behavior, and performance metrics to drive improvements.
• Excellent written and verbal communication skills with the ability to translate technical concepts for non-technical audiences.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced, evolving environment.
• Collaborative mindset with the ability to build strong working relationships across teams and functions.
• Ability to maintain confidentiality and comply with organizational policies and standards.

• Hourly compensation range of $21.22 to $23.08, depending on experience and qualifications
• Fully remote work environment with company-provided technology equipment
• Structured training and onboarding program to support success in a remote setting
• Opportunities to work with emerging AI and digital self-service technologies
• Exposure to cross-functional teams and enterprise-scale customer experience initiatives
• Career development opportunities in digital content, automation, and customer experience optimization
• Inclusive workplace committed to equal opportunity and employee support