Client Reference Code: 2025-47108

Are you the writer who can turn complex processes into clear, user-friendly steps? Do you have a talent for creating content that not only informs but also engages and empowers representatives? If you’re driven by the challenge of making CoPilot knowledge management content effective and user-friendly, we want you on our team!

At Spectrum, we’re not just connecting 32 million customers across 41 states; we’re building a world where every interaction is seamless and every problem is solved. Our Customer Operations Learning and Development team is responsible for developing learning content, process documentation, and communications that empower our frontline Customer Service team to provide exceptional customer service.

BE PART OF THE CONNECTION

As an L&D Writer at Spectrum, you’ll:

Craft clear and engaging content to help front-line teams resolve customer concerns efficiently. Optimize the CoPilot knowledge management content for intuitiveness and accessibility.Create impactful communications that deliver the right message at the right time and through the right medium. Collaborate with various functional groups to write content that empowers real-time customer assistance.

We are currently hiring for multiple L&D Writer roles on site in our Charlotte office.

Several roles will support CoPilot knowledge management writing for the following audiences: Residential Sales, Customer Service Technical Support call centers, Offline Customer Support, Provisioning and Activation Center and Spectrum Community Solutions.

Multiple roles will create Customer Operations Connections, Customer Service immediate alerts and ensure timely communication relevant to product launches, process changes and urgent updates.

Multiple roles will be supporting the effectiveness of internal communication critical to the organization’s success. These team members are responsible for tailoring communications to the needs of each Customer Service team using several mediums including company intranet, newsletters, executive leadership messages, front-line team meetings, etc.

WHAT OUR L&D WRITERS ENJOY MOST

Advocating for Frontline Representatives: They enjoy representing frontline reps, frontline leadership, and back office teams to ensure they have all the necessary documentation and communications when launching new initiatives and processes.Learning and Innovation: They appreciate opportunities to learn new skills like HTML to enhance documentation presentation and express creative ideas that are valued and accepted.Collaboration and Influence: They like working with SMEs, business partners, and team members to document processes, create CoPilot content, and support training experiences.Problem-Solving: They find satisfaction in addressing content gaps, inaccuracies, and overly complex processes to simplify and improve workflows for representatives.Impact and Feedback: They value responding to incident feedback to ensure CoPilot is accurate, user-friendly, and effective, directly contributing to the success of representatives.

On a given day, you’ll be creating new content or making edits to existing articles within our CoPilot Knowledge Management platform. If you’re ready to make a difference and join a team that values innovation and excellence, apply today to become part of Spectrum’s Customer Operations Learning and Development team!.

WHAT YOU’LL BRING TO SPECTRUM

Required Qualifications

Education: Bachelor’s degree or combination of education and experience, with a focus on clear and effective communication and/or process managementExperience: 2 or more years leadership experience in a contact or customer operations center Skills: Proficiency with Microsoft Office Suite  Abilities: Mastery of the English language, writing standards, and attention to detail. Ability to simplify complex processes and procedures for easy understanding by call center representatives and operations team members. Demonstrated ability to prioritize, organize, and deliver against multiple assignments to meet deadlines and fast turnaround times.

SPECTRUM CONNECTS YOU TO MORE

Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the companyLearning Culture: We invest in your learning, and provide paid training and coaching to help you succeedSupportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeedTotal Rewards: See all the ways we invest in you—at work and in life

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Job Code : HTR363

2025-47108
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
FCC Unit: HQ452 Business Unit: Customer Operations Zip Code: 28217

Who You Are Matters Here

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