Knowledge Base Manager

Description

About the company:

Gloat puts people and organizations in motion. Our Agile Workforce Operating System is helping the world's most renowned enterprises become dynamic organizations, future-fit for any eventuality, and poised for continuous growth and innovation in today's ever-changing economic climate.

We deliver AI-powered intelligence, infrastructure, and applications that enable organizations to effectively tackle change with agility, unlock capacity and productivity, and reduce workforce risk. Today we support industry leaders around the world including HSBC, Spotify, Nestle, Standard Chartered Bank, Schneider Electric, and many more.

Life At Gloat

Gloat is a revolutionary startup with a global workforce. We have offices in Tel Aviv, New York City and London and work with customers around the globe. We value collaboration, innovative thinking, and curiosity and we’re looking for bright, driven, and passionate people to grow with us. If you care about empowering businesses and people to reach their potential, you’re in for a fun ride.

Who We’re Looking For

We’re looking for our next Knowledge Base Manager to join Gloat and take ownership of the Help Center end-to-end and Internal Customer Success product knowledge management. This includes writing, editing, designing, and maintaining the accuracy of all articles.

This position is for a native-English speaker who is excited to be part of a highly-motivated team at a fast-pace start-up.

Responsibilities

• Deeply understand the product and all of its use cases.
• Write and edit content for the customer-facing Help Center and the InternalKnowledge Base that is accurate, consistent, and meets our content guidelinesand quality standards.
• Design the Help Center and maintain its organization and layout.
• Review product designs, and specs, and utilize staging environments to understand a feature and document it.
• Make data-driven decisions to improve content by measuring the effectiveness of content and identifying knowledge gaps.
• Manage the Help Center feedback process and respond to comments promptly.
• Create feature release decks that are used internally by the CustomerSuccess teams ( Support, PS, and CSMs).
• Create customer-facing release and feature collateral ( Test scripts, product guides).
• Use tools like Figma, Doc360, Confluence, and others.
  
  

Requirements

• 3+ years of experience as Knowledge Manager in a global company.
• Strong record in establishing, implementing, and developing successful knowledge management possesses.
• Deep understanding of knowledge management principles, practices, and technologies, including knowledge capture, storage, retrieval, and dissemination.
• Excellent communication, and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Native English Speaker with strong writing and editing skills and an emphasis on clarity and simplicity
  
  

At Gloat, we believe that building the most important company in the history of human capital begins with having a diverse and inclusive workforce ourselves. This means that we look for individuals who can bring unique strengths, perspectives, skills, and backgrounds to our existing teams. Gloat is proud to be an Equal Opportunity Employer, and does/will not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.