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Knowledge Specialist - Customer Experience

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Bark

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Location:
India , Bengaluru

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Knowledge Specialist at Bark, you will play a critical role in empowering both our customers and our customer-facing teams with clear, accurate, and up-to-date information. Sitting within the Customer Experience (CX) function, this role owns our internal and external knowledge ecosystems, ensuring agents have the proper guidance at the right time and customers can self-serve effortlessly. You will partner closely with Training, Quality, CX Operations, and teams across the business (such as Product, Marketing, and Engineering) to maintain, improve, and evolve the content that powers our customer experience team. This includes internal documentation, self-service knowledge bases, macros, standard operating procedures, and AI-powered support tools.

Job Responsibility:

  • Documentation Management: Own and maintain all internal knowledge and documentation, including SOPs, agent workflows, and process guidance
  • Knowledge Base Optimisation: Manage and continuously improve the internal knowledge base to ensure content is accurate, well-structured, and easy to navigate
  • Agent Communications: Prepare agent briefings on new features, product releases, policies, and cross-functional updates to keep all CX teams aligned
  • Quality Alignment: Collaborate with the Training Lead and Quality Analysts to ensure content reflects the latest information, standards, and processes
  • Helpcenter Ownership: Own the Helpcenter, including FAQs and how-to articles, ensuring content is customer-friendly, accessible, up-to-date, and aligned with our brand voice
  • Response Optimisation: Maintain and optimise macros, canned responses, and support templates used by the CX team
  • AI Support: Collaborate with CX Ops to deliver the appropriate content for AI agents and automations, ensuring accurate and efficient customer resolution
  • Reporting & Updates: Support the creation of content for monthly CX updates and All-Hands meetings to clearly communicate key insights and information
  • Feedback Loops: Partner with CX Ops to deliver actionable feedback to product and engineering teams regarding customer friction or content gaps
  • Trend Analysis: Regularly review contact reasons to identify trends, propose improvements, and reduce customer effort
  • Efficiency Initiatives: Drive initiatives that enhance efficiency, quality, and customer satisfaction through better content management

Requirements:

  • 3+ years of experience in a content or knowledge role within the contact centre or CX industry
  • Exceptional written communication skills with strong spelling, grammar, and attention to detail
  • Proven ability to create straightforward, structured content for both internal and external audiences
  • Strong organisational and documentation skills, with comfort managing multiple sources of truth and version control
  • Experience working with knowledge management systems (e.g., Zendesk) and Google Suite (including Google Sites)
  • The ability to translate complex information into simple, actionable guidance
  • Ability to collaborate across departments and influence without authority
  • A deep understanding of customer experience operations, workflows, and standard support channels
  • A proactive mindset, a high level of accountability, and a passion for enabling others through great content
What we offer:
  • Flexible working policy with India office located in CBD Bangalore
  • Insurances - Family Floater Mediclaim, Employee Personal Accident and Employee Term Life
  • Personal annual L&D Budgets to spend on your development
  • Enhanced Cult.fit membership for all employees with access to mental health courses and fitness classes
  • Fully stocked snacks in pantry, Quarterly All-site Socials
  • Being at the forefront of an industry with new and exciting problems to solve

Additional Information:

Job Posted:
January 15, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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