Customer Experience Knowledge Manager
DescriptionOur team is growing and we’re looking for a Knowledge Manager to join our Customer Experience team. As a KM, you’ll be a product expert, responsible for owning and managing the full stream of knowledge in the department. You’ll specialize in a specific area of the platform, taking full ownership of how we provide support in that area and looking to constantly optimize it: Managing all our internal documentation and resources, providing internal support and expertise to our CX team members, and collaborating with our product teams to bring the “Voice of the Customer” forward and improve our user experience.About The Role
- Manage our internal documentation and knowledge resources on an ongoing basis, ensuring we have the most up to date information to provide an optimal experience to our customers.
- Implementing new knowledge in the department, creating training and resources in your areas of expertise and ensuring every piece of knowledge is properly funneled to the team to support our clients.
- Manage all internal CX communication around feature releases, being the client facing expert on those areas and keeping our teams constantly updated on product updates.
- Handle escalations and assist both our clients and internal teams in cases of higher complexity, acting as a resource to resolve customer issues.
- Monitoring and analyzing customer interactions and feedback through our “Voice of the Customer program” to identify opportunities to improve our customer experience, and collaborating with Product teams and other stakeholders to push those forward.
- Identify knowledge gaps within the CX teams and opportunities to improve the support handling, working to bridge them and to best enable our team.
- Lead special projects and other activities as needed.
- 2 to 4 years of relevant experience in client facing roles or similar positions.
- Knowledge management background or skills
- Analytical and solution oriented, able to identify challenges and turn them into concrete opportunities.
- Proven ability to analyze, interpret, and synthesize data into actionable information.
- Strong project management skills to execute in a complex business environment
- Excellent presentation, communication and interpersonal skills.
- Able to work cross-functionally with multiple stakeholders and interact with/present to all levels of leadership within the company
- Native English speaker
- Self-motivated, driven, strong work ethic is a must.
- Customer centric attitude and passionate about working with clients.
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