Knowledge Manager

Position Overview

We are seeking a detail-oriented and customer-focused Knowledge Management Contractor to design, organize, and optimize our customer support knowledge ecosystem. This role will be responsible for creating and maintaining customer-facing and internal support documentation, including FAQs, Help Center articles, Standard Operating Procedures (SOPs), macros, and workflow guides. The ideal candidate will have experience building knowledge management programs within retail, consumer, e-commerce, or customer service environments and possess expertise with modern knowledge management platforms such as Zendesk, Gladly, Salesforce Service Cloud, Confluence, Notion, or similar tools. This role will also play a key part in preparing and optimizing content for AI-powered search, semantic retrieval, and knowledge access tools, ensuring agents and customers can quickly access accurate information.

Key Responsibilities

Knowledge Management & Content Creation

• Create, edit, and maintain customer-facing FAQs, Help Center articles, and support documentation.
• Develop detailed SOPs, process documentation, macros, and workflow guides for customer support teams.
• Audit existing content and identify opportunities for improvement, standardization, and accuracy.
• Ensure consistency in tone, formatting, taxonomy, and naming conventions across all knowledge repositories.

AI Knowledge Optimization

• Structure and organize content to improve AI-powered search and semantic retrieval performance.
• Apply metadata, tagging, categorization, and content hierarchy best practices.
• Partner with support operations teams to improve AI-generated responses and knowledge accessibility.
• Optimize documentation for both human users and generative AI tools.

Cross-Functional Collaboration

• Partner with Support Operations, Product, Training, and Subject Matter Experts (SMEs) to document processes and product updates.
• Facilitate knowledge capture sessions to identify undocumented workflows and support procedures.
• Gather feedback from frontline support agents to improve knowledge effectiveness.
• Track knowledge adoption and identify content gaps.

Continuous Improvement

• Review search analytics, content performance, and knowledge usage metrics.
• Recommend improvements to knowledge management processes and governance.
• Maintain content governance standards and lifecycle management practices.

Required Qualifications

• 2+ years of experience in Knowledge Management, Technical Writing, Content Management, Customer Experience (CX), or Customer Support Operations.
• Experience developing SOPs, workflows, process documentation, and customer support content.
• Strong written communication skills with exceptional attention to detail, grammar, and formatting.
• Experience with one or more knowledge management/helpdesk platforms:
• Zendesk
• Gladly
• Salesforce Service Cloud
• Confluence
• Notion
• Guru
• Document360
• Experience organizing content for AI-powered knowledge systems, search tools, or semantic retrieval platforms.
• Ability to translate complex processes into simple, user-friendly documentation.

Preferred Qualifications

• Experience building or managing knowledge management programs within:
• Retail
• Consumer Goods
• E-commerce
• Customer Service Operations
• Familiarity with Generative AI, Large Language Models (LLMs), and AI-assisted support tools.
• Experience measuring knowledge base effectiveness and search performance.
• Knowledge of customer support processes and operational best practices.