Knowledge Manager

1 month ago

London, Greater London, United Kingdom Dye & Durham Corporation Full time
Job Title: Knowledge Manager

We are seeking a highly skilled Knowledge Manager to join our team at Dye & Durham Corporation. As a Knowledge Manager, 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 accurate and relevant content
  • Review and audit content for accuracy, completeness, and consistency, including brand tone and style
  • Examine feedback to identify areas for improvement and empower agents to flag internal knowledge base content that is out-of-date, inaccurate, or missing
  • Train support agents on how to effectively use and contribute to the knowledge base, providing guidance through facilitating knowledge-sharing sessions and feedback loops
  • Utilize Zendesk Explore analytics to track metrics such as usage, effectiveness, and user satisfaction, and generate reports and insights to support strategic decisions and improvements of the knowledge base
  • Stay updated on industry trends and uphold best practices by connecting with Zendesk administrators to configure and optimize processes
  • Foster a customer-centric approach by providing self-service options through a well-maintained knowledge base
About You:
  • You have a strong understanding of knowledge management principles, including content creation, curation, and lifecycle management
  • You have solid experience using Zendesk for content management, analytics, customization, macros, triggers, automations, and workflows
  • You have proven experience in writing, editing, and reviewing technical and instructional content, and can translate complex information into clear, concise, and user-friendly formats
  • You are data-driven and familiar with using reporting and analytical tools to monitor content performance and user engagement
  • You are a strong communicator and have experience working cross-functionally within support and product teams
  • You have experience in the legal, technology, or property industry (desirable but not necessary)
Why Work for Us?

At Dye & Durham Corporation, we strive to be visionaries and leaders in our field. We offer a range of learning and career opportunities through mobility and learning on a global scale. Our benefits include birthday leave, company discounts, wellness programs, and paid days off to move house or volunteer for your favorite charity.

Interested in learning more? We look forward to hearing from you.

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