Support Experience Content Specialist

At Bose Corporation, we believe sound is the most powerful force on earth — and for over 60 years, we have been a company built on innovation, excellence, and independence. Privately owned, fiercely customer-focused, and driven by our values, we continue to lead industries and transform lives through sound. 

  

Today, Bose Corporation is entering an exciting new era. Across multiple global Business Units and Global Functions, we are shaping the future of audio technology, automotive, luxury, and premium experiences. We invite you to join us in this transformation. 

Job Description

The Senior Support Experience Content Specialist is responsible for ensuring the quality, usability, findability, and effectiveness of customer-facing support content across Support.Bose.com and global support sites. This role combines content strategy, content editing, and UX design to create intuitive self-service experiences that help customers quickly find answers, complete support tasks, and successfully resolve issues. The position continuously improves support content, page experiences, and customer journeys to enhance customer satisfaction, content effectiveness, and self-service success.

Key Responsibilities

• Create, edit, and optimize customer-facing support content to improve clarity, usability, and customer outcomes.

• Apply UX design principles to enhance support page experiences, information architecture, and customer journeys.

• Monitor and improve the quality, accuracy, consistency, and effectiveness of support content across global support sites.

• Identify, prioritize, and resolve content, usability, and customer experience issues.

• Improve content discoverability and help customers find answers more efficiently through effective content structure and organization.

• Analyze customer feedback, behaviors, and support trends to identify opportunities for improvement.

• Drive enhancements to support content, navigation, page experiences, and paths to resolution.

• Support content governance, audits, and ongoing optimization initiatives.

• Ensure a consistent and seamless support experience across products, regions, and support channels.

• Recommend and implement improvements that increase self-service success and customer satisfaction.

Required Qualifications

• Bachelor's degree in Communications, Marketing, Digital Experience, Technical Communication, English, Journalism, UX Design, Human-Centered Design, or a related field.

• 5+ years of experience in digital content management, content editing, UX design, customer support content, knowledge management, or web experience optimization.

• Experience working with content management systems and customer-facing digital support platforms.

• Strong understanding of content strategy, UX design principles, information architecture, customer experience, search optimization, and performance measurement.

• Excellent analytical, communication, stakeholder management, and project management skills.

Preferred Qualifications

• Experience with Salesforce Experience Cloud, GA4, Sprig, Figma, or similar platforms.

• Experience supporting global or multilingual digital experiences.

• Knowledge of accessibility standards and content best practices.

• Familiarity with customer journey mapping, user research, and UX methodologies.

• Experience working in Agile and cross-functional team environments.

At Bose, you're inspired to be and do your best and are rewarded for your unique talents! Our compensation is thoughtfully tailored to your skills, experience, education, and location, and goes beyond base salary. The hiring range for this position in the primary work location of Framingham, Massachusetts is: $83,300-$114,500.The hiring range for other Bose work locations may vary. In addition to competitive base pay we offer rewards including bonus programs, comprehensive health and welfare benefits, a 401(k) plan, plus exclusive perks designed to support your wellbeing, and a generous employee discount where you can immerse yourself in our products and experiences. We are a proudly independent company—driven by purpose, guided by our values, and united by a belief in the power of sound. As the world leader in audio experiences, we’re creating what’s next—pushing boundaries and delivering transformative sound experiences for people everywhere. Join us and make your next career move a mic-drop. Let’s Make Waves.

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Bose is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. The EEOC’s “Know Your Rights: Workplace discrimination is illegal” Poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf. Bose is committed to providing reasonable accommodations to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected]. Please include "Application Accommodation Request" in the subject of the email.

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Our goal is to create an atmosphere where every candidate feels supported and empowered in the interviewing process. Diversity and inclusion are integral to our success, and we believe that providing reasonable accommodation is not only a legal obligation but also a fundamental aspect of our commitment to being an employer of choice. We recognize that individuals may have different needs and requirements based on their abilities, and we provide reasonable accommodations to ensure ideal conditions are met during the application process.