Knowledge Management Specialist

Job Summary

Owning the source of truth for product knowledge, the full-time CX Knowledge Specialist will manage and consolidate support articles, troubleshooting guides, and best practices in a remote environment, ensuring accuracy and accessibility for both specialists and AI Support agents.

Key responsibilities

• Audit and migrate fragmented content into a unified knowledge base
• Maintain and update knowledge articles to reflect product changes and support team needs
• Utilize data to identify content gaps and prioritize updates for improved support efficiency

Required qualifications

• 5+ years of experience in knowledge management, support operations, technical writing, or content operations
• Hands-on experience with knowledge base platforms such as Zendesk or Notion
• Proficiency in using large language models (LLMs) for content creation and maintenance
• Strong writing skills with the ability to simplify complex technical information
• Experience using data analytics to inform content decisions and improvements