Knowledge Management Specialist

About The Role

PartnerHero is searching for a Knowledge Management Specialist to focus on developing, auditing, and maintaining high-quality content for an assigned partner program. In this role, you'll work closely with key internal and partner stakeholders to develop and maintain effective knowledge base articles and will surface opportunities for self-solve and/or automation.

You'll Be...

• Writing, updating, and maintaining knowledge base articles and macros.
• Documenting processes, groups/points of contact, escalation pathways, etc.
• Analyzing current documentation/knowledge to identify gaps and necessary updates.
• Ensuring team members are aware of any new and updated content.
• Communicating opportunities to improve self-help articles to reduce the total number of incoming support interactions.
• Researching and helping solve problems for missing, incorrect, or conflicting information.
• Working effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services.
• Establishing writing guidelines based on knowledge base best practices.
  This is a 6-month contract with the possibility of becoming permanent

What You Bring To The Table

• Native English
• 2 years experience in knowledge management and/or technical content writing.
• 3 years experience in the customer service industry preferred.
• Mastery of Knowledge Management Systems, such as Guru preferred.
• Experience with process design and efficient information architecture.
• Excellent writing, interpersonal, and oral communication skills with proven ability to write, edit, and organize thoughts in a clear, concise, and well-organized manner.
• A desire for consistent and standardized presentation of information.
• Ability to work both independently and within a team-oriented environment.

What We Provide

• Competitive compensation based on experience
• Attractive benefits package including medical, dental and vision options
• Access to free posture-based fitness workouts from home
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75 tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Bentobox. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity. 

Read more about our Core Values and story here.

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