Golden Pet Brands

Golden Pet Brands

Content & Communications Specialist

Los Angeles, CA

Sponsorship not specified$26k-$32kDetected 5 days ago
ExcelRecruitingCustomer SupportCommunicationMentoringPublic SpeakingWriting

About the role

  • Creating a world where pets live longer, healthier lives, from their very first meal.
  • This role translates CX program priorities and brand standards into the content agents need to do their jobs well.
  • We've donated over $9 million to date. - Potential for quarterly KPI bonuses.

Responsibilities

  • Maintain the Golden Pet Customer Care Knowledge Base, ensuring SOPs, policies, workflows, process documentation, and reference materials are accurate, organized, and reflect current products, priorities, and CX standards
  • Write, manage, and continuously improve agent macros, response templates, and scripting across contact types and brands
  • Support the translation of CX program goals, brand positioning, and business priorities into clear agent messaging and enablement materials
  • Partner with the GCC Training Manager to ensure new hire and ongoing training content reflects current standards, brand voice, and save/retention scripting
  • Maintain a content governance process - tracking what exists, what's outdated, and what gaps need to be filled
  • Collaborate with the Escalations Lead and QA Lead to ensure agent content supports consistent, high-quality resolution outcomes
  • Flag content gaps or messaging failures surfaced through QA, CSAT, or escalation patterns and drive resolution
  • The Content & Communications Specialist supports the execution of agent-facing content across Golden Pet Brands.
  • This role maintains the Knowledge Base, macros, and CX enablement materials - ensuring agents have accurate, current information to drive retention, resolution, and brand trust at every customer touchpoint.
  • The Content & Communications Specialist works closely with the Support Ops Lead and partners with QA, Training, and Escalations to keep agent-facing content accurate, current, and aligned to what matters most to the business.

Requirements

  • Strong writing skills with the ability to translate complex information into clear, on-brand agent-facing content
  • Required Experience:
  • 1-2 years of experience in customer support, CX operations, content writing, or knowledge management
  • Bachelor's Degree or equivalent work experience
  • Organized and systems-minded - comfortable owning a content library across multiple brands and contact types
  • Understands how agent messaging connects to business outcomes (retention, save rate, CSAT)
  • Detail-oriented with strong follow-through on content governance and update cycles
  • Collaborative and cross-functional - able to gather input from multiple stakeholders and synthesize into clean, usable content
  • Comfortable working in ambiguous, fast-moving environments where content needs change frequently

Nice to have

  • Experience supporting DTC or subscription-based brands
  • Familiarity with retention scripting, save flows, or contact center training content
  • Preferred Experience:

Compensation

  • The posted salary range in this job posting reflects data based on California's cost of labor analysis.

Benefits

  • Comprehensive healthcare coverage - We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
  • We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
  • 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
  • Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
  • Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
  • The base salary range is $26.44-$31.73, plus bonus potential.

Company info

  • The safety of our candidates is our highest priority.
  • When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers.
  • Golden Pet Brands recruiters will only contact applicants from our official company e-mail domain, ( NAME@GOLDENPETBRANDS.COM ) or through our internal Applicant Tracking System, Greenhouse.
  • In addition, Golden Pet Brands recruiters will never send you checks, or ask you to disclose personal financial details.
  • Click here to learn more about general internet safety and our hiring practices.
  • A Note to Recruiting Agencies: At Golden Pet Brands, we handle all hiring through our internal Talent Acquisition team.
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This listing is sourced directly from Golden Pet Brands's careers page and normalized into a canonical job model.