Careers at​ Gloat

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Support Knowledge Manager

Tel Aviv · Full-time · Entry-level

About The Position

We are looking for a Support Knowledge Manager to join our Tel Aviv office.

You will be responsible for collaborating with multiple stakeholders to produce, optimize, publish and manage high-quality content for our customers’ use, ensuring a seamless and positive user experience.

You will be measured on content quality, meeting due dates and Support incoming tickets and chats reduction.



Responsibilities

  • Own the Help Center end-to-end: Plan, develop, organize, write and edit all knowledge base content for our end-users, including how-to guides, manuals, FAQs, videos, and more. 
  • Proactively collaborate with multiple stakeholders to keep the Help Center content up-to-date based on product enhancements and customer-needs. This includes the Product Team, Support Team, and Customer Success Team.
  • Take a data-driven approach to ensure the highest quality of knowledge content, such as tracking the consumption of content by users, identifying gaps in user knowledge and analyzing user questions to support teams.
  • Establish and manage a process for working with translation vendors to maintain the Help Center in multiple languages.
  • Meet defined timelines and due dates for introducing new content.

Requirements

  • Native English speaker.
  • At least 1 year of experience in content management and writing customer service-related content.
  • Excellent writing and editing skills.
  • Ability to work in a fast-paced environment and go above and beyond to meet deadlines.
  • Strong interpersonal and communication skills with the ability to positively engage with clients, colleagues, and management.
  • Ability to explain technical and complex solutions to non-technical audiences in a clear and concise manner.
  • A data-mindset: produce and track needed data, analyze data to identify customers’ needs and make decisions according to those insights 
  • Good time management skills, including prioritizing, scheduling, and adapting as necessary.
  • Hands-on Technical Support experience – Advantage
  • SAAS product in a start-up environment experience – Advantage

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