This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
Knowledge Editor will be responsible for maintaining the knowledge platforms, communications and information/process flows for our frontline specialist. You will work with the Knowledge Program Managers, Knowledge Strategist and support the Knowledge Management Regional Manager to collect requirements, define, document and prepare agents facing content.
Job Responsibility:
Maintain, write, and review single-source-of-truth content (such as workflows and guideline documentation) for internal knowledge platforms
Elaborate workflows to include structured process steps, including system and tool instructions
Create reusable content and ensure work instructions meet content standards
Distill complex concepts into clear, easy-to-understand communications and develop/execute communication strategies
Triage and maintain content and workflow feedback across the organization
Build and maintain strong relationships with CS Operations, Partners, Training, Quality, Business Process, and Planning teams
Leverage data insights (where available) to identify content gaps, improve usability, and drive continuous content optimization
Explore and apply AI-powered tools (e.g., content generation, summarization, search optimization) to enhance content quality and efficiency
Requirements:
5+ years of experience in technical writing or relevant experience
Excellent writing, editing, and proofreading skills
Work autonomously in a fast-paced environment
Proven ability to think like a customer and understand agent behavior, in-depth knowledge of customer service and contact center operations
Demonstrated capacity for critical thinking and analysis in complex projects
Familiarity with project management methodologies, tools and phases of the project lifecycle
Ability to engage and influence cross-functional consensus and collaboration
BA/BS degree or equivalent practical experience
Experienced working with shared service organizations such as Training, QA, PMO, OCM and Partner Management to drive performance
Nice to have:
Experience setting up Knowledge/KCS platforms with CMS applications (Drupal, Confluence, ContentStack, blogging tools, etc.) a plus
Six-Sigma, PMP, ITIL, Prince2 Agile and SCRUM Master certification an advantage