Content & Communications Specialist

About Golden Pet Brands

Golden Pet Brands is dedicated to creating a world where pets enjoy longer and healthier lives starting from their first meal. Our diverse brands are committed to delivering quality products that matter.

Role Summary

We are seeking a Content & Communications Specialist to enhance our agent-facing communications. This position is based remotely or hybrid in locations such as El Segundo, CA, and Burbank/North Hollywood, CA. The core responsibility is managing and optimizing all support content, including knowledge base articles, response macros, and enablement materials, to ensure our agents deliver excellent customer experiences.

Key Responsibilities

• Maintain and update the Customer Care Knowledge Base to ensure all SOPs, workflows, policies, and references reflect current products and CX standards.
• Develop, manage, and refine agent macros, templates, and scripts across various communication channels and brands.
• Translate customer experience program objectives, brand identity, and corporate priorities into clear, effective content for agent use.
• Collaborate with the Training Manager to guarantee that both onboarding and ongoing training content align with brand voice and retention-focused scripting.
• Timely content review and revision in response to product updates, policy alterations, escalation patterns, and quality assurance insights.
• Manage content governance by tracking existing materials, identifying outdated information, and highlighting content gaps.
• Work closely with Escalations and Quality Assurance teams to support consistency and quality resolution outcomes through content.
• Identify and address content shortcomings or messaging issues based on QA data, customer satisfaction feedback, and escalation trends.

Candidate Qualifications

• Proficiency in clear, brand-aligned writing capable of simplifying complex information for agent-facing materials.
• Exceptional organizational skills and a system-oriented mindset to manage extensive content libraries across multiple brands and communication contexts.
• Understanding of how agent messaging influences business metrics such as customer retention, save rate, and satisfaction.
• Attention to detail and commitment to maintaining rigorous content update cycles and governance.
• A collaborative approach, able to gather and integrate feedback from diverse stakeholders.
• Adaptability to work effectively in dynamic, rapidly changing environments with evolving content needs.
• Bachelor's Degree or equivalent professional experience.
• 1-2 years of relevant experience in customer support, CX operations, content creation, or knowledge management.
• Demonstrable expertise in creating or maintaining agent-centric content such as macros, SOPs, scripts, or knowledge base articles.
• Preferred: Experience with direct-to-consumer or subscription business models, third-party support collaboration, and retention scripting or save flow content.

Compensation & Benefits

• Base pay ranges from $26.44 to $31.73 per hour, plus eligibility for annual and potential quarterly KPI bonuses.
• Full coverage of medical, dental, and vision premiums for employee-only plans.
• 401(k) match up to 3.5% to support retirement savings.
• Six paid sick and mental health days, employee assistance programs, weekly yoga and meditation sessions, and comprehensive mental health support.
• Employee Stock Ownership Plan contributing company stock to retirement savings.
• Reimbursement for a portion of personal cellphone and internet costs for eligible individuals.
• Career advancement through mentorship, continual learning opportunities, and performance-driven raises.
• Engagement in charitable initiatives contributing over $9 million to global communities.

Additional Information

Salary varies based on experience, skills, qualifications, and location, with considerations for state-specific labor cost differences. Golden Pet Brands employs inclusive hiring practices consistent with applicable laws, including consideration of applicants with criminal histories. Recruiting agencies must adhere to company protocols, securing written approval prior to candidate presentations. Candidate safety is paramount; official communications occur only via authorized company email domains and recruitment platforms, with strict safeguards against scams and fraudulent offers.