Content Research Manager – Call Center

TechOp Solutions International is experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager leads the development, maintenance, and continuous improvement of customer support content, knowledge management resources, and content governance processes. This position oversees a team of content analysts while ensuring customer‑facing information remains accurate, current, and easily accessible.

Duties

• Lead the research, development, organization, and maintenance of knowledge base content.
• Supervise Content Research Analysts and assign daily work activities.
• Review customer escalations and coordinate research efforts to resolve complex inquiries.
• Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies.
• Analyze customer trends and recommend improvements to content, workflows, and business processes.
• Collaborate with subject matter experts to validate and improve customer‑facing information.
• Perform additional duties as assigned.

Requirements

• Bachelor's degree from an accredited institution.
• Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments.
• Experience with CRM and knowledge management platforms preferred.
• Excellent leadership, communication, organizational, and stakeholder management skills.
• Must meet security eligibility requirements.