Knowledge and Content Lead

5 months ago

New Zealand Starshipit Full time

**Join us as a Knowledge and Content Lead at Starshipit**

Are you ready to empower retailers and revolutionize shipping and fulfilment processes? As our Knowledge and Content Lead, you'll be at the forefront of shaping how we deliver product knowledge to both our internal teams and valued customers.

**Your Mission: Elevate Support, Refine and Develop Documentation and Enhance AI-driven Solutions**

As a key player in our team, you'll elevate our customer support, refine product documentation, and enhance AI-driven responses. Your passion for learning and innovation, coupled with the ability to simplify complex solutions, will be crucial in ensuring seamless understanding across all stakeholders.

**Key Responsibilities: How You'll Make an Impact**

**Support Knowledge Base Management**:

- Develop, organize, and maintain knowledge base articles and content for effective product usage.
- Collaborate with customer support and product teams for continuous improvement.
- Monitor knowledge resource usage and gather user feedback for enhancements.

**Internal Knowledgebase Ownership**:

- Establish and maintain an internal knowledge base for employee training and daily operations.

**External Documentation**:

- Create and update external documentation for product guides, tutorials, and FAQs.
- Enhance user experience by making information accessible and understandable.

**AI Bot Management**:

- Own and refine our AI chatbot to provide accurate and relevant responses.

**Tool Ownership**:

- Manage and optimize tools like Zendesk for customer support and content management.

**Content Quality Assurance**:

- Ensure accuracy and relevance of knowledge base articles and documentation.

**User Training and Onboarding**:

- Develop training materials and resources for both internal staff and external customers.

**Search Optimization**:

- Optimize knowledge base search functionality for easy information retrieval.

**Content Version Control**:

- Manage different document versions to ensure users access the most recent information.

**Knowledge Sharing Culture**:

- Promote a culture of knowledge sharing within the company.

**Continuous Improvement**:

- Stay updated on industry best practices and technologies, recommending improvements.

**Skills and Experience You'll Bring**:
**Essential**:

- 3+ years in content strategy and/or knowledge management.
- 3 years of professional experience in Customer Success within a SaaS company.
- Strong project management skills and English grammar proficiency.
- Strong Technical and User Experience writing expertise.
- Familiarity with Information Architecture best practices.
- Persistence, determination, and a customer-centric mindset.
- Enthusiasm and experience to expand skills and collaborate with AI, product teams, and product marketing.

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