With over $3 billion in bookings of experiences, the
Peek.com platform combines powerful business software with an award-winning marketplace for consumers to book fun things to do like wine tours, watersports, skydiving, art classes, and more. The Peek Pro software suite provides world-class online booking, point-of-sale, and hundreds of automation tools such as inventory management, dynamic pricing, waivers, and marketing analytics. Thousands of operators like the Museum of Ice Cream, Artechouse, and Jam NOLA have grown their businesses and automated their operations with our technology.Peek follows a “remote-first” philosophy, with our team of over 250 Peeksters distributed across exciting locales such as San Francisco, New York, Austin, Nashville, Salt Lake City, Santiago, Medellin, and beyond. Having secured funding exceeding $100 million from esteemed backers like Westcap and Goldman Sachs, we continue our mission to connect the world through experiences.PS: In 2021, Peek was not only recognized with a coveted position on Forbes America's Best Startups Employer list but also celebrated an honor from Newsweek with their Future of Travel award 🚀.
And the accolades don't stop there! We're ecstatic to announce our #14 ranking on the a16z Marketplace 100 for 2023! 🎉If you're ready to drive high-quality helpdesk content while shaping AI-powered support, we'd love to hear from you!
About the Role
We are seeking a Helpdesk Content Associate to execute our team’s self-service content strategy for B2B and B2C users. With curiosity and persistence, you’ll dig deep into our rapidly growing product offerings, writing structured, topic-oriented documentation that’s clear and detailed and encourages self-service. This role also balances content creation with chatbot performance, ensuring AI interactions and helpdesk materials deliver accurate, effective support. You love to root out knowledge gaps that will benefit customers and team members alike.
You will work closely with the Support, Product, Engineering, and Marketing teams to refine content, enhance efficiency, improve automation, and drive customer satisfaction. Your work will directly contribute to scaling our customer support and enhancing the overall customer experience, playing a critical role in our company's growth. Working with product managers, you’ll get to know the use cases and intent behind product features, including what those features do and how they work. You’ll also consider how our features benefit customers, what information is needed to use them to their full advantage, and how to avoid potential limitations or unintended consequences.This role will ensure our Support team has the best tools to provide outstanding customer experiences in a context of rapid growth. This includes mapping our ticketing system’s knowledge base. You will also play a key role in identifying opportunities to improve our support efficiency and reduce ticket volume through strategic content enhancements.To keep us nimble, our Knowledge Base is maintained on a continuous update model (rather than versioned releases). You may also be involved in the creation of additional (non-KB) technical content that supports Peeksters in their frontline-facing work (email templates, FAQs, talk-tracks, etc).
Responsibilities
- Develop and maintain self-service content, including help articles, FAQs, and in-app guidance for B2B and B2C users to use Peek Pro and improve customer self-sufficiency.
- Monitor and analyze customer interactions, refining helpdesk resources based on data-driven insights.
- Manage and optimize Zendesk infrastructure, ensuring efficient cataloging, and reporting on common trends and themes for collaborative reporting.
- Ensure consistency and engagement across all self-service materials, maintaining a unified voice and tone.
- Participate in QA Calibration sessions with the Support Management team every two weeks to ensure alignment in customer experience and content accuracy.
- Actively represent post-sales teams and collaborate in Go-To-Market meetings to ensure end-user benefits and self-service strategies align with product releases.
- Provide weekly updates on Helpdesk performance, knowledge trends, and the most-viewed content to drive improvements and knowledge sharing.
- You will often find yourself testing new features before they go live, researching and documenting related processes, collecting data, analyzing and presenting information, and performing related tasks.
Skills & Qualifications
- 2+ years in content management, technical writing, or customer support.
- Demonstrated adoption of AI technology within everyday work
- Excellent reading comprehension, listening, and writing skills; ability to explain complex technical issues even to non-technical people.
- Technical aptitude and passion for improving customer experiences.
- Strong understanding of content’s role in self-service
- Ability to manage multiple priorities in a fast-paced environment.
- Familiarity with Zendesk or similar helpdesk platforms.
- Ability to make data-driven decisions
Nice to Have
- HTML and coding experience
- Additional language skill
- Prior work in B2B or SaaS environments.
- Experience balancing AI-driven chatbot management with traditional helpdesk content creation.
- Strong Knowledge of Peek Pro.
Perks & Benefits
Peek invests in our employee’s health and well-being. We’ve built our benefits package around our Peekster’s needs including full health care, dental, and vision plans, paid parental leave, company recharge at the end of the year, and competitive compensation packages that include significant equity upside that allows you to share in Peek’s long-term success.This link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers.
The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data. Beginning on July 1, you may locate and view the UnitedHealthcare MRFs on the UnitedHealthcare public site by going to transparency-in-coverage.uhc.com.Peek Travel Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.
If you are unable to apply because of incompatible assistive technology or a disability, please contact us at talent@peek.com. We will make every effort to respond to your request for disability assistance as soon as possible.
