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Knowledge Manager

2 months ago

London, Greater London, United Kingdom Dye & Durham Full time
About the Role

We are seeking a highly skilled Knowledge Manager to join our team at Dye & Durham. As a key member of our support team, you will be responsible for implementing and maintaining a clear structure and breakdown for our knowledge base, ensuring that content is easily searchable and accessible for both customers and support agents.

Key Responsibilities
  • Collaborate with product SMEs and teams to gather and verify information to help develop, curate, and maintain the knowledge base
  • Review and audit content for accuracy and completeness, ensuring business alignment and consistency
  • Examine feedback to identify areas for improvement and empower agents to flag outdated, inaccurate, or missing content
  • Train support agents on how to effectively use and contribute to the knowledge base
  • Utilize Zendesk Explore analytics to track metrics and generate reports to support strategic decisions
About You
  • Strong understanding of knowledge management principles, including content creation, curation, and lifecycle management
  • Experience using Zendesk for content management, analytics, and customization
  • Proven experience in writing, editing, and reviewing technical content
  • Data-driven and familiar with using reporting tools to monitor content performance
Why Work for Us?

At Dye & Durham, we strive to be visionaries and offer a range of learning and career opportunities. We provide a host of benefits, including birthday leave, company discounts, wellness programs, and paid days off. If you are passionate about creating high-quality content and want to join a dynamic team, we encourage you to apply.