Support & Operations
Senior Content Analyst
Location: 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 internal content, and the 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.
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
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.
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