Customer Service Content Specialist

Do you thrive in fast-moving environments where your writing directly helps others succeed?

Are you excited by the opportunity to influence how teams and AI tools deliver outstanding customer service across the globe?

If you’re someone who loves crafting clear, purposeful content and wants to make a difference in both customer and agent experience, we’d love to hear from you.

This role will be predominantly remote with the expectation of in-office collaboration 1x/month in our Charlottesville office. Candidates therefore should live in a reasonable distance to the office.

What You’ll Do

• Own and manage content across three major domains: internal knowledge base, customer-facing support content, and training resources.

• Review, maintain, and improve knowledge articles used by agents and customers—ensuring clarity, accuracy, and strategic alignment.

• Partner with cross-functional teams (Training, QA, Analytics) to optimize content across channels and workflows.

• Support continuous improvement through audits and feedback loops, with a focus on increasing satisfaction and reducing contact volume.

• Collaborate to align internal documentation with CFA Institute’s AI tools, enhancing generative model performance with structured, curated content.

• Assist in coordinating development opportunities for GCC agents through collaborative content projects during quieter operational periods.

What We’re Looking For

• 1-2 years of proven experience writing or maintaining content that supports customer service, such as knowledge base articles, SOPs, training manuals, or FAQs.

• Prior work in a contact center, customer care, or similar service-related field (minimum 1 year preferred) with the content experience.

• Familiarity with CRM platforms (Salesforce Service Cloud a plus).

• Excellent writing and communication skills with a professional yet approachable tone.

• Self-starter comfortable with ambiguity—able to prioritize and manage workload independently.

• Strong attention to detail and commitment to consistent, quality content.

• Experience with or interest in using AI-powered tools (not required, but encouraged).

• Ability to work cross-functionally and support both structured audits and ad-hoc improvements.

Why Join Us

• Be part of a high-performing, collaborative team that is leading innovation in AI-supported customer care.

• See your work make a measurable impact on agent performance and customer satisfaction.

• Contribute your voice to broader organizational change through content strategy and operational feedback.

• Join a team that values experimentation, agility, and empowering others.

• Work with leaders who invest in development, diversity of thought, and cross-functional learning.

• Flexible work environment with opportunities to expand into other roles and departments in future.

At CFA Institute, we are committed to transparency and equity in our hiring process. In compliance with wage transparency laws in many of the jurisdictions in which we recruit, we provide the following information regarding compensation for this position:

Expected salary range: 69,000- 73,000 USD per year.

All salary ranges are subject to adjustment based on experience, education, and other factors relevant to the position. Other benefits include eligibility for annual incentives, 12%/ 401K pension employer contribution, and competitive medical benefits.

About CFA Institute

CFA Institute are the global leader in investment excellence and ethics. With nearly 200,000 charterholders across 160 markets, we drive professional growth, ethical behavior, and better markets. We care about our employees’ well-being, offering industry-leading benefits like:

• Comprehensive health coverage for you and your family

• Generous leave and time off

• Competitive retirement plans

• Flexible work options

• Wellness, education, and support programs

If you feel this opportunity could be the next step in your career, we encourage you to click “Apply” and complete our three-minute application.

Be part of a team committed to putting investors first and growing economies. Follow us @CFAInstitute on LinkedIn and X.

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