Chatbot Content Specialist

Job Description Chatbot Content Specialist EMEALocation: Reading, UK (hybrid minimum 3 days per week in office)About Weber:In 1952, George Stephen Sr. changed the world of barbecuing forever by inventing the iconic Weber kettle. Today, Weber is a global leader in outdoor cooking innovation, driven by a passion for bringing people together to create amazing memories and delicious food. We continue to build on our legacy through innovation, quality, and unforgettable grilling experiences.About the role:We're looking for a curious, collaborative and detail-driven Chatbot Content Manager to join our EMEA Owner Experience team. In this new role, youll be the driving force behind our digital self-service ecosystem managing and optimising Webers AI-powered chatbot while shaping customer support content across our web platforms.Youll own the chatbot conversation design and training process, translate real customer queries into intuitive flows, and ensure our owners receive accurate, on-brand, and accessible support at every touchpoint. Youll also plan and maintain structured FAQs, troubleshooting guides and support content on weber.com.Its a cross-functional role where digital thinking, strong writing, and a love of data come together to improve the owner experience.What you'll do:Manage and evolve the performance of Webers AI chatbot, acting as its lead content creator and trainerOptimise intent design, conversation flow and tone of voice across EMEA marketsPlan, write, and maintain digital self-service content (FAQs, guides, support articles) for weber.comCollaborate with Product, Service, Legal and Marketing teams to ensure accuracy and alignmentCoordinate localisation and rollout of chatbot and content updates across regionsAnalyse data (deflection rate, satisfaction scores, escalations etc.) to drive content and chatbot improvementsPartner with global teams to align strategy and share learningsMaintain documentation for chatbot flows and content workflowsWhat you'll bring:3+ years experience in digital customer experience, chatbot content design, or support content managementFamiliarity with chatbot platforms (e.g. Salesforce Einstein, Intercom, Ada, Zendesk)Excellent writing skills and ability to adapt tone and style across marketsExperience working with structured content, digital knowledge bases, or self-service platformsAnalytical mindset with experience using performance dashboards and reporting toolsStrong collaboration skills, especially in cross-functional and international environmentsFluency in English is essential; additional European languages are a plusBasic HTML and SEO knowledgeAdmin-level experience with Zendesk or similar platforms, focusing on workflow and content managementKnowledge of chatbot API connections and LLM optimisationWhy join us:At Weber, we dont just make grills we help people create memorable experiences. You'll join a passionate team focused on creating smarter, more personalised and efficient support journeys for Weber owners across Europe. If you're a detail-oriented content specialist who thrives at the intersection of UX, AI, and customer support, wed love to hear from you.

Created: 2025-11-06