SodaStream: Global Knowledgebase Lead - Maternity Leave Replacement

Overview (English)

Are you passionate about crafting impactful content? Join Sodastream’s Global Customer Care Team and help shape our worldwide service experience! As our Global Knowledgebase Lead – Customer Care, you will drive operational excellence by strengthening self‑service tools, boosting agent efficiency, and ensuring consistent, high‑quality digital content across all global markets, consumers, and support teams.

Responsibilities (English)

• Develop, update, and maintain the content that makes up our internal and consumer facing Help Centers, such as FAQs, articles, agent reference materials and interactive manuals.
• Collaborate with cross‑functional teams including Customer Care, E‑commerce, Product and Legal to deliver high‑quality content aligned with brand and operational standards (i.e: help center, self-service widget; email; chatbot etc.)
• Understand market processes and procedures and work with teams to develop guidelines that are visually comfortable for agents to use and meet agent needs for support
• Manage and optimize the AI chatbot by updating content, refining logic, and improving conversation flows. Continuously monitor performance and make enhancements to elevate customer experience and boost deflection rates.
• Oversee our information architecture with the goal of ensuring information is easily searchable and accessible. Ensure visual materials are accurate, brand‑aligned, and optimized for customer use.
• Develop engaging agent training content that aligns with knowledgebase materials.
• Regularly collect, analyze and incorporate data received through internal and consumer feedback & system monitoring
• Other administrative tasks as required to support Global Customer Care operations.
  
  

• 2+ years’ experience in a relevant role in the fields of Global Customer Service strategy, Knowledge Management, or marketing content
• Strong content writing, editing, and content organization skills – a must
• Highly organized, comfortable multi-tasking, and tech savvy (comfortable using AI tools) - a must
• Native English - a must. Additional languages an advantage
• Strategic thinking and strong process‑design/mapping skills, supported by solid analytical capabilities - preferred
• Familiarity with knowledge management techniques and best practices - preferred
• Basic Video Editing and Design skills – a plus