We prioritise mobility concepts and strive to offer our talent as much flexibility as possible. We provide a hybrid working model within Germany, plus the option to work from abroad for up to 30 days per year. However, we would love to meet you in the office at least once to four times per month.
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
Knowledge Base Support: Content Creation, Write, edit, and standardize knowledge base articles to ensure clarity, accuracy, and consistency.
Content Lifecycle: Oversee the content lifecycle, from initial drafting and review to publishing, updating, and archiving.
Metadata Optimization: Implement SEO principles and metadata tagging to improve content searchability.
Educational Resource Development: Develop a variety of formats (e.g., step-by-step guides, video tutorials, decision trees, …) tailored to diverse learning styles.
Standards and Governance: Define editorial standards and guidelines for the knowledge base, ensuring consistency across all content.
Maintain adherence to branding, tone, and voice policies.
Collaboration and Stakeholder Engagement: Work closely with Customer Operations Managers, product teams, and success teams to ensure alignment of knowledge content with customer needs.
Continuous Improvement and Innovation:
-Lead efforts to enhance content accessibility and usability through advanced tools, e.g., AI-driven search enhancements or interactive elements.
Performance Metrics and Reporting: Establish and track key performance indicators (KPIs) such as,
-Knowledge base usage statistics (views, bounce rates, goal completions).
-Article effectiveness (user ratings, resolution success rates).
-Format impact comparisons (e.g., video vs. article engagement).-Present insights and recommendations to leadership for strategic improvements.
WE'D LOVE TO MEET YOU IF
You are a tech-savvy individual who can communicate complex technical concepts to non-technical audiences.
You know how to ensure the right content is displayed to the right user by strategically using SEO, content tagging, and data-driven content optimization.
You love to innovate and want to bring innovation into educational approaches and formats to meet evolving customer needs.
You want to leverage your in-depth knowledge of knowledge base software to identify content gaps and create comprehensive guides tailored to customer needs.
You speak English fluently, and one of the following languages: Spanish, Turkish, French or German.