Senior KCS Lead

Location: Remote
Compensation: Salary
Staff Reviewed: Thu, Jul 11, 2024
This job expires in: 24 days

Job Summary

A company is looking for a Senior Knowledge-Centered Service Lead.

Key Responsibilities:
  • Implement and manage various aspects of the Knowledge-Centered Service (KCS) program for Customer Care and various organizations
  • Drive adoption of the KCS, Intelligent Swarming, and Case Management programs
  • Champion a knowledge sharing culture by supporting global stakeholders and partnering with peers to improve self service and Digital CX

Required Qualifications:
  • 20+ years experience implementing and managing a KCS Program within a high tech Enterprise level company
  • An analytical mindset with the ability to interpret and make data informed decisions
  • Experience with Salesforce Service Cloud, Salesforce Knowledge, Salesforce Community, and Salesforce workflows and reporting
  • Experience implementing KCS across various organizations and tech stacks including internal process, policies and IA/UX for non-support organizations
  • KCS v6 Practices Certification is an advantage

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