Chatbot Content Specialist

Chatbot Content Specialist EMEA

Location: 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 trainer
• Optimise intent design, conversation flow and tone of voice across EMEA markets
• Plan, write, and maintain digital self-service content (FAQs, guides, support articles) for weber.com
• Collaborate with Product, Service, Legal and Marketing teams to ensure accuracy and alignment
• Coordinate localisation and rollout of chatbot and content updates across regions
• Analyse data (deflection rate, satisfaction scores, escalations etc.) to drive content and chatbot improvements
• Partner with global teams to align strategy and share learnings
• Maintain documentation for chatbot flows and content workflows

What you'll bring:

• 3+ years experience in digital customer experience, chatbot content design, or support content management
• Familiarity with chatbot platforms (e.g. Salesforce Einstein, Intercom, Ada, Zendesk)
• Excellent writing skills and ability to adapt tone and style across markets
• Experience working with structured content, digital knowledge bases, or self-service platforms
• Analytical mindset with experience using performance dashboards and reporting tools
• Strong collaboration skills, especially in cross-functional and international environments
• Fluency in English is essential; additional European languages are a plus
• Basic HTML and SEO knowledge
• Admin-level experience with Zendesk or similar platforms, focusing on workflow and content management
• Knowledge of chatbot API connections and LLM optimisation

Why 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.