Senior / Lead - Content Specialist

Who are we looking for?

We are looking for a Senior / Lead Content Operations Specialist with a keen eye for detail, good

command of English, possessing the ability to write and edit grammatically error-free content. The candidate will work with hotels to understand their requirements and process modifications to content for the website - their most important online marketing channel. The candidate must also possess knowledge of the best SEO practices to optimize the website for our customers.

Responsibilities:

- Develop an in-depth understanding of all features of Simplotel's content management system, and conduct training sessions for large clients to effectively leverage the use of our CMS.

- Respond, manage, and resolve customer queries and issues received via a ticketing system, and chat.

- Oversee and handle the customer experience of key customers including project management, resource assignment and timely deliveries of projects.

- Drive and oversee the allocation of work assignments and timely delivery of the same.

- Prioritize and manage several open issues simultaneously, operate & drive multiple projects internally. Perform quality checks on the team's tickets to improve quality.

- Create SOPs, manuals and checklists, and document product knowledge in detailed steps.

- Provide feedback and escalate unresolved issues to internal departments (Software Developers, Customer Success/Account Managers).

Required Skills:

- A keen eye for detail and the ability to scrutinize for quality.

- Excellent written and spoken English.

- Ability to modify (write and edit) content.

- Basic understanding of the hotel and the travel industry.

- Basic technical skills to work with content management systems

- Knowledge & understanding of the best SEO practices.

- Ability to work with customers - large and small.

- Ability to collaborate within a team and with cross-functional departments.

- Ability to manage time and hit deadlines.

- Any bachelor's degree (preferably Journalism & Mass Comm), with English as the first language