Support Knowledge Team Lead

Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the world - and soon the moon! The company is headquartered in the heart of Tel Aviv.

We're looking for an independent leader, strategic and experienced with managing knowledge bases, with a love of creating customer journeys - in any which way (written content, visual content and more)

Responsibilities

• Become a vital part of the Customer Support team, owning all of our Help Centers, developing and implementing a robust content strategy based on insights from Customer Support teams and data analysis.
• Lead and define the roadmap and priorities for our team of Content Writers, setting personal goals, KPIs, SLAs.
• Work closely with Support and Product teams to identify knowledge gaps and update content accordingly, ensuring continuous improvement of our knowledge bases.
• Manage all written content utilized by Customer Support.
• Collaborate with different teams to develop our brand guide and tone of voice.
  
  

• 2+ years experience managing a Knowledge Base and / or Help Center / or Support Team.
• 2+ years of experience managing teams.
• Experience working with data and making decisions based on data.
• Ability to work with technical and non-technical written materials.
• Customer-facing experience - advantage.
• Content writing and/or editorial experience - advantage.
• Native English and Hebrew speaker with excellent articulation skills.
• Tech savvy with an understanding of the customer experience.