Knowledge Management Specialist

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Act as a key strategic collaborator across Customer Care, Risk and Payments, and Fraud Operations.

• Provide support to a variety of specialized functions that are essential for operational success.

• Enhance clarity, efficiency, and scalability by establishing process standards, ensuring compliance, managing knowledge systems, and facilitating consistent communication across departments.

• Aid in the definition, alignment, and optimization of processes within Care, Risk, and Payments Operations.

• Assume ownership of multiple operational workflows, promoting continuous improvement and uniformity.

• Make impactful decisions regarding tooling requirements, process implementation, and stakeholder alignment in cross-functional settings.

• Map and sustain end-to-end workflows with complete accountability for their design, governance, and precision.

• Develop and enhance a thorough knowledge base that supports real-time operations across various verticals.

• Guarantee the smooth flow of accurate, current, and actionable information through standardized messaging, internal documentation, and communication tools.

• Prepare for internal and external audits through diligent documentation, real-time updates, and compliance monitoring.

• Collaborate with Strategy, Product, Tooling, Training, and QA teams to shape roadmaps, test operational tools, and bridge the gap between process design and execution.

⛳️ Requirements

• A minimum of 2 years of experience in operations enablement, content strategy, process design, or internal communications—ideally within regulated sectors (such as fintech, betting, healthcare, or financial services).

• Demonstrable experience in managing documentation, workflows, or knowledge bases in high-volume and complex environments.

• Outstanding writing, editing, and content structuring abilities.

• A background in Communications, Technical Writing, Information Management, or a related discipline is preferred.

• Proven ability to independently manage projects from strategy through execution, while adeptly handling shifting priorities.

• Technologically proficient, with experience in systems like Zendesk, SharePoint, or WordPress; comfortable with tool integrations.

• An analytical and detail-oriented mindset, capable of identifying operational challenges and converting them into scalable solutions.

• Strong skills in cross-functional communication and stakeholder management.

• Bilingual in English and Spanish is preferred.

🏝️ Benefits

• Medical, Dental, Vision, Life, and Disability Insurance

• 401(k) with company match

• Pre-tax spending accounts including health care FSA and commuter savings

• Flexible paid time off

• Professional development reimbursement and ongoing skills training opportunities

• Employee resource groups

• Swag, ticket giveaways, and more!