Knowledge Manager

4 weeks 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 and completeness, ensuring business alignment and consistency in 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• Examine feedback to identify areas for improvement and empower agents to flag internal knowledge base content that is out-of-date, inaccurate, or missing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, generating 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/instructional content, translating complex information into clear, concise, and user-friendly formats
  • You are data-driven and familiar with using reporting/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, ensuring our employees are ready for the next challenge in their journey with us. 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.

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