Head of CS Content, Knowledge

2 weeks ago

London, Greater London, United Kingdom inDrive Full time €60,000 - €120,000 per year

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.

Responsibilities
Knowledge Management & Process Documentation

  • Build 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.

Content Strategy & Customer Experience

  • 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.

Continuous Improvement & Research

  • 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.

Team Leadership & Stakeholder Management

  • 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.

Qualifications

  • 3+ 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.
  • Languages: English proficiency required; additional languages are a plus.

Conditions & Benefits

  • Stable 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

  • Head of Content Design

    2 weeks ago

    London, Greater London, United Kingdom WeAreAspire Full time £50,000 - £60,000 per year

    Head of Content Design - 13-Month Mat CoverLocations:North East, North West, Glasgow or London (Hybrid | 40% office - 2 days a week)We're supporting a large UK organisation in hiring an experiencedHead of Content Designfor a 13-month maternity cover. This is a senior leadership role overseeing a growing content function, driving content strategy, and leading...

  • Head of Content

    2 weeks ago

    London, Greater London, United Kingdom WeAreAspire Full time £960,000 - £1,080,000 per year

    We're Hiring: Head of Content (Cybersecurity / AI)Remote (UK or US)£80,000-£90,000 + bonus | Equity potentialPre-launch | $1M+ raisedStart: Jan/Feb 2026 (flexible)Are you ready to build a content engine for one of the most forward-looking cybersecurity events in the industry?A new events company-backed by experienced founders and operating at pre-launch...

  • Head of Content

    5 days ago

    London, Greater London, United Kingdom Encord Full time £80,000 - £120,000 per year

    About Us At Encord, we're building the AI infrastructure of the future. The biggest challenge AI companies face today is not half as glamorous as the outside world may think: it's all about data quality. In fact, the success of any AI application today relies on the quality of a model's training data — and for 95% of teams, this essential step is both the...

  • Head of Event Content

    5 days ago

    London, Greater London, United Kingdom WeAreAspire Full time £80,000 - £90,000 per year

    We're Hiring: Head of Event Content & Speaker Acquisition (Cybersecurity / AI)Remote (UK or US)£80,000-£90,000 + bonus | Equity potentialPre-launch | $1M+ raisedStart: Jan/Feb 2026 (flexible)Are you ready to build a content engine for one of the most forward-looking cybersecurity events in the industry?A new events company-backed by experienced founders...

  • Head of Content

    4 days ago

    London, Greater London, United Kingdom Encord Full time

    About UsAt Encord, we're building the AI infrastructure of the future. The biggest challenge AI companies face today is not half as glamorous as the outside world may think: it's all about data quality. In fact, the success of any AI application today relies on the quality of a model's training data — and for 95% of teams, this essential step is both the...

  • Head of Brand, Content

    2 weeks ago

    London, Greater London, United Kingdom Egis Group Full time £60,000 - £120,000 per year

    Company Description Egis is a leading global architectural, consulting, construction engineering, operations and mobility services firm. We create and operate intelligent infrastructure and buildings that both respond to the climate emergency and contribute to balanced, sustainable and resilient development. Our 20,500 employees operate across over 100...

  • Senior Director, Head of Learning Content

    3 days ago

    London, Greater London, United Kingdom Robert Walters Full time £90,000 - £120,000 per year

    We're seeking a strategic leader to head our client's Learning Content function, overseeing the development, production, and management of high-impact learning solutions across multiple formats and delivery channels.This is a newly created role of Senior Director, Head of Learning Content is ideal for someone with a strong background inLearning &...

  • Head of Marketing – Content

    2 weeks ago

    London, Greater London, United Kingdom Performance Bullet Full time £60,000 - £120,000 per year

    Hello Future Caffeine ComradeSteven Bartlett told me that successful e-commerce brands must operate likefull-time media agencies.You're the person to build itPerformance Bullet (formerly Caffeine Bullet) is an energetic, fast-growing performance nutrition brand backed byDragons' Den's Steven Bartlett and Peter Jones. Our hero product is an award-winning...

  • Global Head of Content Marketing

    4 days ago

    London, Greater London, United Kingdom Quantexa Full time £120,000 - £180,000 per year

    What we're all aboutQuantexa is a global AI, data, and analytics software company pioneering Decision Intelligence to empower organizations to make trusted operational decisions with data in context. By unifying siloed internal and external data and applying advanced analytics, Quantexa's Decision Intelligence Platform uncovers hidden risk and opportunity...

  • Global Head of Content Marketing

    6 days ago

    London, Greater London, United Kingdom Quantexa Full time £80,000 - £120,000 per year

    What We're All AboutQuantexa is a global AI, data, and analytics software company pioneering Decision Intelligence to empower organizations to make trusted operational decisions with data in context. By unifying siloed internal and external data and applying advanced analytics, Quantexa's Decision Intelligence Platform uncovers hidden risk and opportunity...