Head of CS Content, Knowledge

2 weeks ago

London, United Kingdom inDrive Full time £125 - £150

Head of CS Content, Knowledge & Process ExcellenceCheck you match the skill requirements for this role, as well as associated experience, then apply with your CV below.Join to apply for the Head of CS Content, Knowledge & Process Excellence role at inDrive.We are seeking an experienced Head of CS Content, Knowledge & Process Excellence to design, implement and continuously evolve a global knowledge management system for Customer Service and Operations. The role will establish the Knowledge Base as a strategic product, ensuring all operational processes are documented, standardised, and continuously improved based on customer and business metrics. This leader will partner across CS, Product and Quality/Safety functions to ensure frontline teams always have the right knowledge, tone and tools to deliver excellent customer experiences.ResponsibilitiesBuild and own the Knowledge Base as a strategic product, ensuring scalability and accessibility across regions and functions.Document end-to-end operational processes, policies and procedures in structured, user-friendly formats.Establish governance for content updates, ensuring accuracy, compliance and consistency.Create a closed-loop feedback system to continuously update processes and content based on frontline insights, customer feedback and business results.Co-define with the Brand team and maintain tone of voice, style guides and communication principles for Customer Service.Translate complex operational and product processes into clear, actionable instructions and scenarios.Develop chatbot and automation content strategies to reduce contact rate and increase first-contact resolution.Leverage customer and business metrics (CSAT, Contact Rate, Resolution Time, Cost per Contact) to prioritise content improvements.Partner with UX Research, Product and Data teams to identify process pain points and content gaps.Embed customer insights into the improvement cycle of knowledge and process content.Run regular audits of knowledge systems to ensure relevance, usability and compliance.Introduce mechanisms for frontline employees to propose changes and validate content accuracy through real-world usage.Lead and grow a multi-functional content team.Mentor and develop talent, ensuring career growth and engagement.Collaborate with CS, Product, Operations and Training to align knowledge and process documentation with strategic priorities.Champion the role of content in shaping customer and employee experience.Qualifications3+ years in leadership roles within Customer Service, preferably in content roles (UX Writing, Content Strategy, Knowledge Management).Strong understanding of customer operations and digital service ecosystems.Experience in building content functions that directly impact CSAT, Contact Rate and operational efficiency.English proficiency required; additional languages are a plus.Conditions & BenefitsStable salary, official employment.Hybrid work mode and flexible schedule.Relocation package offered for candidates moving to Cyprus.Access to professional counseling services including psychological, financial and legal support.Discount club membership.Diverse internal training programs.Partially or fully paid additional training courses.All necessary work equipment.#J-18808-Ljbffr

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