We are looking for a talented and motivated Help Centre Content Specialist to join our team. The ideal candidate will be responsible for creating, managing, and optimizing content for our Help Centre to ensure that our users have access to clear, accurate, and helpful information. This role requires a strong understanding of content strategy, excellent writing skills, and the ability to work collaboratively with various teams. Additionally, the candidate will support automation and chatbot initiatives to enhance user support and streamline content delivery.

• Content Creation: Develop and write clear, concise, and user-friendly help articles, FAQs, and guides for the Grab Help Centre.
• Content Management: Regularly review and update existing content to ensure accuracy, relevance, and consistency.
• Content Strategy: Work closely with the Customer Support and Product teams to identify content gaps and opportunities for new content.
• User Experience: Ensure that all Help Centre content is easy to navigate and understand, enhancing the overall user experience.
• Implement Search Engine Optimization best practices to ensure that Help Centre content is easily discoverable by users
• Analytics & Reporting: Monitor content performance using analytics tools and make data-driven decisions to improve content effectiveness.
• Collaboration: Work with cross-functional teams including regional team, Customer Support, Product, Marketing, and Design to align content with business goals and user needs.
• Automation & Chatbot Support: Collaborate with the automation team to implement new Automation/Chatbot in KH ensuring seamless integration, enhanced user experience, and effective resolution of customer queries.
• Use analytics tools to track content performance and improve user engagement.
• Training & Support: Provide training and support to internal teams on how to use and contribute to the Help Centre content if needed.

1. Education: Bachelor’s degree in communications, English, Journalism, or a related field.
2. Experience: Minimum of 3 years of experience in content creation, content management, help center platforms or knowledge base systems, or a similar role.
3. Skills:

• Excellent writing skills with the ability to translate content effectively.
• Familiarity with basic HTML codes and web design concepts is a plus.
• Strong understanding of content strategy and user experience principles.
• Proficient in using content management systems.
• Familiarity with analytics tools to measure content performance.
• Experience with automation tools and chatbot integration is a plus.
• Ability to analyze data and make informed decisions.
• Excellent communication and collaboration skills.
• Ability to work independently and manage multiple projects simultaneously.
• Strong research skills and attention to detail.