Informacje o stanowisku

Customer Support Knowledge Manager

Main Responsibilities:

1. Design and implement the knowledge management strategies and roadmaps to optimize the knowledge base in support of our objectives (self-service, customer and employee engagement).

2. Grow, develop & lead a team of knowledge authors and knowledge champions.

3. Monitor the effectiveness and efficiency of the knowledge management process and quality standards, to identify risks and areas for improvement.

4. Identify improvements by performing root cause analysis, and develop and implement solutions.

5. Encourage a culture of collaborative workflows and knowledge sharing among countries and (project) teams to share best practices, collaboration, and problem solving.

6. Partner with customers and product owners, CC managers, and other stakeholders to position our knowledge solutions.

7. Build and foster a knowledge management community supporting successful execution of the strategies and focus on adding value to our business.

8. Ensure employees and customers have high quality content at their fingertips that adds value to their experience.

9. Be a subject matter expert for knowledge base matters.

1. Bachelor degree in business or communications.

2. A minimum of three years experience in knowledge management and content creation in a service environment.

3. Proven success in managing change/continuous improvement.

4. High degree of organization, with the ability to manage multiple projects and stakeholders in parallel.

5. Excellent communication and writing skills.

6. Proven success in hosting creative sessions with stakeholders.

7. Team player who can build relationships with a broad range of stakeholders in multiple countries and across levels of hierarchy.

8. Proficient use of knowledge base systems such as Zendesk, Salesforce, Dynamics.

9. Self-starting team player.

10. Customer first mentality.

11. Fluent in English.

1. Sharing the costs of sports activities.

2. Sharing the costs of foreign language classes and professional training.

3. Private medical care.

4. Life insurance.

5. Holiday funds.

6. Christmas gifts.

If the above job description interests you and you think you are a good fit, apply now! We look forward to receiving your application.

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Gdańsk - Oferty pracy w okolicznych lokalizacjach