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2024 Bascom 163A0427

Membership

Senior Content Analyst - AI + Self Service

Ort Plano, Texas, United States

Status Full-Time

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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ABOUT PELOTON:

Peloton (NASDAQ: PTON), provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.

At Peloton, we motivate the world to live better. “Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members' greatness. Join our team to unlock yours.

Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.  If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com email address. 

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email applicantaccommodations@onepeloton.com before taking any further action in relation to the correspondence.

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

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