We are seeking a detail-oriented Knowledge Management Specialist for a 3-month remote contract to structure, create, and optimize our customer support knowledge ecosystem. This role will focus on writing and organizing customer-facing FAQs, internal Standard Operating Procedures (SOPs), macros, and workflow documentation to ensure seamless operations.
A key focus of this position is optimizing content for AI-powered knowledge access tools and search retrieval. The ideal candidate will combine strong customer service writing skills with experience in structuring documentation so human agents, clients, and AI systems can quickly retrieve accurate, up-to-date information.
Content Creation & SOP Writing:
- Draft, edit, and audit customer-facing FAQs, Help Center articles, and resolution guides for clarity and accuracy.
- Develop comprehensive Standard Operating Procedures (SOPs), macros, and step-by-step workflow documentation for customer support agents.
- Standardize tone, formatting, and naming conventions across all knowledge bases to align with company and brand guidelines.
AI Integration & Knowledge Structuring:
- Format, tag, and structure knowledge documents to optimize searchability for AI tools, LLMs, and semantic search engine retrieval.
- Collaborate with support operations to test and refine AI knowledge access tools, ensuring support agents can quickly generate accurate responses.
- Implement structured metadata, clear hierarchies, and prompt-friendly content layouts across all repositories.
Collaboration & Continuous Improvement:
- Partner with Support Leads, Subject Matter Experts (SMEs), and Product teams to capture operational processes and technical updates.
- Establish continuous feedback loops with agents to identify missing SOPs, outdated procedures, and knowledge gaps.
- Monitor knowledge adoption, search success rates, and content effectiveness.
Required Skills - Java, Kotlin, Elixir, Erlang, Ruby, JavaScript, Next.js, or another programming language; ready to work on JVM services (Java, Kotlin) when assignments require it.
Java, Kotlin, Elixir, Erlang, Ruby, JavaScript, Next.js, or another programming language; ready to work on JVM services (Java, Kotlin) when assignments require it.
What You Bring To The Role
Minimum Requirements:
- Customer Service Writing: 2+ years of experience in technical writing, content creation, or knowledge management specifically for a Customer Support / Customer Experience (CX) organization.
- Communication: Exceptional written and verbal communication skills with a strong eye for formatting and grammar.
- SOP Development: Proven track record of translating complex customer service workflows into simple, actionable agent SOPs.
- Knowledge Management Platform Experience: Familiarity with modern Knowledge Management Systems (KMS) and Helpdesk software (e.g., Zendesk, Gladly, Salesforce Service Cloud, Notion, Confluence, Guru, Document360).
- Semantic and AI Search Experience: Hands-on experience with AI-powered knowledge bases, generative AI tools, and semantic search platforms for knowledge retrieval.
INTAKE CALL UPDATE --
· Openings: 5 requisitions; staffing agencies may receive a few roles initially, with additional positions shared based on need.
· Experience: 5+ years of software development experience.
· Tech Stack: Kotlin, Java, Ruby, and React.
· Role: Full-Stack Developer with strong development, architecture, implementation, and production support experience.
· Project: Brand-new project requiring hands-on implementation experience and Agile/Scrum stand-up participation.
· Domain: E-commerce/Banking experience is preferred, especially working with complex datasets and data setups.
· Interview: 3 rounds, including coding assessment + system design. Candidates may use AI during the assessment but must disclose/show the AI tools they use to the hiring manager.
· Location: 100% Remote.
· Schedule: Must work 8:00 AM–4:00 PM PST, Pacific Time Zone.