Knowledge Lead

As the Senior Knowledge Manager at Elementor, you will be responsible for establishing and maintaining a comprehensive knowledge management system to support our products and services. Your primary focus will be on documenting new product features and updates, creating a structured and intuitive knowledge base, and producing in-depth technical documentation. You will work closely with the product team and customer support staff to identify customer needs and create user-friendly manuals, tutorials, and other customer-facing content. In this role, you will lead the development of Elementor's documentation strategy and oversee the implementation of an innovative content management process.

Requirements:

Minimum of 3 years of experience as a knowledge manager or technical writer in a fast-paced, technology-driven environment
Demonstrated understanding of Agile development, sprints, and release cycles
Strong technical aptitude and ability to comprehend complex technical concepts
Excellent interpersonal skills to collaborate effectively with various stakeholders, including product, engineering, and customer support teams
Proven ability to break down complex information and guide others through technical processes
Experience in establishing comprehensive documentation systems from scratch, catering to different audiences
Proficiency in knowledge management methodologies, structured authoring, and single-sourcing
Exceptional verbal and written communication skills in English

Nice to have:

Experience in customer support practices and methodologies
Proficiency in Atlassian product suite (Confluence and Jira)
Experience with WordPress
Proficiency in HTML, CSS, JavaScript

Please attach a writing portfolio if you have one.

Work Environment:

What do we do?

Elementor is the leading website building platform for WordPress professionals.

Our vision is to empower web creators - developers, designers, and marketers, with the ability to create their future one pixel at a time. We provide our users with everything they need to succeed.

A new website is created every 10 seconds using Elementor!

Since we launched in Israel in 2016, we have expanded to more than 180 countries, with more than 16M websites powered by Elementor. About 10% of all websites around the world are built using Elementor!

How do we do it?

At Elementor, we’re building the future of web creation.

We believe in empowering our employees and our users, enabling people to grow.

Creativity, professionalism, curiosity, motivation, and friendship are the driving force behind our journey, and we take great pride in the people of Elementor who lead the company’s constant scaling.

We recorded and filmed a podcast specifically for you.

We recommend watching or listening to better understand the story behind the team, the essence of the role, and how to optimally prepare for the next step in your recruitment process.

https://elemn.to/CX-podcast

Responsibilities:

Analyze incoming customer requests via ticketing and live chat channels with thoroughness and efficiency.
Strategically determine the most effective course of action to swiftly and successfully resolve customer inquiries.
Provide professional, empathetic, and courteous assistance to customers, ensuring their satisfaction with each interaction.
Maintain up-to-date knowledge of new features and applications in our dynamic environment to better assist customers.