Job Opportunity: Knowledge Base Manager (Customer Service)

Knowledge Base Manager (Customer Service)

Come aboard our growing Global Direct-to-Consumer Team, and help to shape our Customer Service strategy! As Knowledge Base Manager (Customer Service), you will be responsible for ensuring that our knowledge base and training materials are kept engaging, up-to-date and continuously support service needs of our global markets.

Responsibilities:

Collaborate closely with global head of customer service and market partners to develop and implement policies, standards, guidelines and procedures.
Create and update the content that makes up our Zendesk Help Center, such as articles, agent scripting, training, and videos.
Create and manage the requirements for vendors who build Knowledge content for Customer Service.
Ensure knowledge base content is disseminated appropriately across channels – i.e.: self-service widget; email; chat; etc.
Oversee our information architecture with the goal of ensuring information is easily searchable and accessible.
Regularly collect, analyze and incorporate data received through internal and consumer feedback & system monitoring.

REQUIREMENTS

2+ years’ experience in the relevant position of Global Customer Service strategy or knowledge management
Previous E-Commerce experience will be a major advantage
Native English is a must
Working knowledge of customer service systems and tools will be an asset
Strong Creative Writing Skills and analytical abilities
Highly skilled in strategic thinking and process design
Comfortable with troubleshooting and multi-tasking
Video-editing/Creative Design/SEO skills will be a plus