Sr. Content Analyst - AI + Self Service - Peloton Interactive｜Meet.jobs

ABOUT THE ROLE

Peloton is searching for a Sr. Content Analyst with a focus on AI and self service for our Member Support organization. The Member Support Content Team builds & maintains the internal and external Knowledge Base containing process, policy and procedure documentation. This role is responsible for enhancing our self-service options to improve customer satisfaction and reduce direct support inquiries; including our chatbot, and our member facing help center. You will be working to train generative AI models within our system in addition to managing the content on our member facing support page. This role requires a blend of technical acumen, customer service insight, and data analysis skill.

YOUR DAILY IMPACT AT PELOTON

• Analyze and Improve Self-Service Tools: Regularly assess and train the performance and user interaction of self-service tools such as FAQs, automated chatbots, generative AI, and instructional content. Propose and implement improvements to increase efficiency and member satisfaction.
• Data Analysis: Collect and analyze customer feedback, usage data, and support metrics to identify trends and opportunities for system enhancements. Identify automation successes and areas of opportunity for the automated support experience.
• Cross-Functional Collaboration: Work closely with Enterprise Technology, Service Design, and other cross functional teams to optimize the self-service experience.
• Reporting: Develop regular reports on the status and effectiveness of self-service tools, highlighting successes and areas for improvement.
• User Testing and Feedback: Coordinate user testing sessions for new self-service features. Gather and incorporate user feedback to refine tools.
• Innovation and Strategy: Stay updated on new technologies and approaches in self-service support. Recommend innovations that align with business goals and customer needs.
• Training and Documentation: Create guides and scalable processes for the team(e.g., tutorials, onboarding) including communicating the team’s value and impact.

YOU BRING TO PELOTON

• Experience with AI and machine learning tools related to customer service automation.
• 3-5 years of experience developing or managing self-service support systems.
• Previous experience using Salesforce Service cloud and Salesforce Knowledge base systems
• 3+ years of experience in an analyst role, preferably in customer service or tech support settings.
• Ability to align business objectives to team goals and priorities
• Strong process management and organizational skills

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