Knowledge Management Specialist II

ABOUT THE POSITION

The Knowledge Specialist is a key player in shaping the information that powers customer experiences. In this role,you'llbring clarity and brand voice to the self-service content our customers rely on in everydayresources.You'llevaluate priorities to bring accuracy and simplicity to the resources used by our Customer Care teams, both human and virtual. You are an expert in thoughtful wording and using visual tools to help you act as a translator, making sense of information from teams across the direct-to-consumer business.You'lltransform complex processes into easy-to-understand knowledge, keep content fresh and easy to access during peak support season, and ensure that agents always have the right answers at the right time.

HOW YOU'LL MAKE A DIFFERENCE

Working at the intersection of operations, training, quality, technology, and customer insights,you'llhelp close knowledge gaps, streamline workflows, and elevate the way our organization communicates. If you love solving problems through crisp, intuitive content and thrive in a dynamic environment, this is a chance to make a visible, lasting impact on the customer's journey.

YOU HAVE

• Bachelor's degree in communications, Information Management, or a related field

• Certifications or experience in key areas of consumer or contact center management

• Content Creationand Management:3-5 years of experience.Excellent writing and editing skills, with the ability to create clear, concise, andaccuratecontentin the form of public-facing and internal documentation.
• Experience working with AIassisted content, virtual agents, search optimization, or data refinement for LLMs.

• Communication:Strong communicationskills, both verbal and written, with the ability to effectively convey information to diverse audiences.

• Analytical Skills:Ability to analyze data and feedback to improve content and processes.

• Collaboration:Strong interpersonal skills, with the ability to work effectively with cross-functional teams.

• Detail-Oriented:Keen attention to detail to ensure accuracy and consistency in all content.Proficiencyor familiarity with HTML content creation.

• Technical Proficiency:2-3 years of experience andproficiencyin usingor managingknowledge management systems, content management systems, and other relevant tools; familiarity with Salesforce Service Console or other CRM.
• 1-2 years of experience in contact centeroperations, customerservice, or agent workflows.

• Software Skills:Experience withMiro,Airtable, Confluence,Microsoft PowerPoint, MS Word, MS Teams, Photoshop, Illustrator, Canva, and Salesforce.

• Bilingual or functional knowledge of Spanish and/or French.

JOB CONDITIONS

• Typical Office: Operates in a typical office environment, routinely uses computer and other standard office equipment.
• Generally sedentary for prolonged periods, may occasionally require ability to move about or adjust/move items weighing up to 10 lbs. in all directions; Constantly requires collaboration and the ability to communicate with others to exchange information while in a typical office setting. Collaboration is generally conducted in person unless the role has been pre-approved for remote work.

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This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.