Knowledge Base Content Specialist

4 weeks ago


Charlotte, North Carolina, United States Figure Full time
About the Role

The Contact Center Knowledge Base Content Specialist is a key member of our team, responsible for creating, organizing, and maintaining the content for our contact center's policies, procedures, and knowledge base. This role requires a strong understanding of the Lending Operations processes and the ability to communicate complex information in a clear and concise manner.

Key Responsibilities
  • Develop and maintain customer operations policies and procedures documents
  • Create and edit knowledge base articles, FAQs, guides, and other documentation
  • Collaborate with subject matter experts to gather, verify, and update information
  • Ensure content is accurate, up-to-date, and aligned with company standards
  • Organize content into logical categories and subcategories
  • Implement and adhere to company content templates and style guides
  • Regularly review and update content to ensure relevance and accuracy
  • Conduct regular audits of the knowledge base to identify gaps and areas for improvement
  • Implement feedback from users to enhance the usability and effectiveness of the content
  • Provide training or workshops on using the knowledge base effectively
  • Monitor usage metrics and analyze data to understand content performance
  • Use data-driven insights to inform content strategy and development
Requirements
  • Preferred Bachelor's degree in Communications, English, Information Management, or a related field, or equivalent experience
  • Preferred experience in contact center or customer support role, Lending experience a plus
  • Minimum one year experience in content creation, technical writing, or a similar role
  • Strong writing, editing, and proofreading skills
  • Familiarity with knowledge management systems and content management software
  • Ability to work collaboratively with cross-functional teams
  • Excellent organizational and time-management skills
  • Attention to detail and commitment to quality
  • Knowledge of SEO best practices
What We Offer
  • Competitive salary and growth opportunities
  • Company quarterly performance-based bonus
  • Equity stock options package
  • Employer-funded comprehensive health, vision, dental insurance, and wellness program for employees and their dependents
  • Employer-funded life and disability insurance coverage
  • Company HSA, FSA, Dependent Care, 401k, and commuter benefits
  • Up to 12 weeks paid family leave
  • In-office, remote, and hybrid work location options
  • Home office and technology stipend for those working outside of a traditional office more than 75% of the time
  • Flexible time-off plan to empower employees to take the time off that they want and need
  • Continuing education reimbursement
  • Routine Team swag deliveries


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