Job Description: Local Content Coordinator
Position Overview
The Local Content Coordinator is responsible for managing, maintaining, and improving localized content that enables Live Operations agents to deliver high-quality customer support. This role plays a key part in ensuring that Knowledge Base articles, templates, translations, and localized communication materials are accurate, up-to-date, and aligned with both local needs and global standards.
The position requires strong linguistic skills, content management expertise, and seamless collaboration with HQ and regional teams. This document outlines the core responsibilities, daily tasks, required skills, tools used, and performance metrics for the role.
Core Responsibilities and Duties
Content Management & Localization
- Maintain the Live Operations Knowledge Base, ensuring all content is correctly uploaded, localized into the hub language, and continuously updated (including hyperlink checks and local adjustments).
- Manage translation requests for the internal Knowledge Base and the Automated Agent Supporting Tool (Copilot).
- Localize, review, and adapt content to ensure it reflects the specific needs of the local market.
- Regularly review and update existing translations to ensure consistency, accuracy, and alignment with the local tone of voice.
Collaboration With HQ Content Team
- Work under the direction of the Global Content Coordinator and HQ Content team, collaborating closely with Process Optimization, Training, Quality, and regional/local teams.
- Support HQ content creation for customer interaction materials such as templates, scripts, and communication guides.
- Assist in translating and reviewing UX content for the Help Center.
- Share linguistic feedback to ensure localized materials meet both corporate standards and customer expectations.
Support for Local Operations
- Facilitate effective communication between HQ and local teams to adapt Knowledge Base articles and templates based on call center needs.
- Analyze how agents use Knowledge Base articles and templates to identify gaps, needs, or improvement opportunities.
- Conduct shadowings and real-case analyses to understand agent pain points and provide valuable insights to HQ.
- Act as the local Knowledge Base ambassador, ensuring agents receive clear updates regarding new or modified content.
- Participate in special initiatives, pilots, and projects aimed at improving agent experience with support tools.
Key Skills and Behaviors
Linguistic Expertise
- Provides strong linguistic and translation feedback to ensure content meets customer needs and reflects the company’s tone of voice.
Attention to Detail
- Maintains high accuracy in translations, local adjustments, and content quality.
Collaboration
- Works closely with multiple teams, navigating both local and global stakeholders effectively.
Adaptability
- Manages priorities quickly and efficiently in a fast-paced operational environment.
Critical Thinking
- Evaluates agent usage of content to identify improvements in processes and materials.
Proactive Communication
- Ensures smooth and timely information flow between HQ and local teams.
Tools and Systems Utilized
- Knowledge Management Platforms – to upload, maintain, and update Knowledge Base articles and templates.
- Google Workspace (Docs, Sheets, Slides) – for content review, collaboration, and documentation.
- Call Center Analytics Tools – to assess agent engagement with Knowledge Base content.
- Internal Automation/Support Systems (e.g., Copilot) – to manage translations and fine-tune automated responses.
Performance Metrics
The success of the Local Content Coordinator is measured by:
- SLA Compliance: Timely delivery of all Knowledge Base and CRM tasks.
- Productivity: Ratio of tasks/tickets opened vs. closed.
- Translation Quality: Accuracy, consistency, and completeness of translation reviews.
- Monthly Deliverables: Completion and quality of assigned monthly tasks.
