Knowledge Strategist – Team Lead

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

📋 Description

• Oversee the complete process of readiness requests from CX pillars and internal teams.

• Serve as the main Knowledge Strategy representative for the CX Shopper, Customer, and Retailer pillars.

• Foster a strong collaborative relationship with L&D team members to synchronize the development of knowledge and training materials.

• Maintain a thorough understanding of CX specialist workflows, application interfaces, and customer contact journeys.

• Act on enhancement requests from specialists, QA, and Continuous Improvement Analytics.

• Manage a small team of Knowledge Strategists/Associates directly, providing coaching, mentorship, clear guidance, and regular feedback.

• Ensure that all readiness deliverables are free of errors, adhere to content standards, and are quickly adopted by frontline teams.

• Guide the team's use of AI-driven tools to optimize content production, enhance turnaround times, and scale readiness output.

⛳️ Requirements

• 4+ years of experience in process improvement and/or knowledge management within a high-volume customer support environment.

• Demonstrated capability to identify, articulate, and rectify end-to-end operational inefficiencies, enabling practical and scalable optimization with minimal oversight.

• Strong hands-on knowledge of contact center and CRM systems (e.g., Salesforce, Genesys).

• Advanced ability to analyze and utilize CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to pinpoint and implement enhancements.

• Outstanding written and verbal communication skills, including the capacity to translate intricate technical processes into clear and accessible documentation for varied audiences.

• Experience in using AI/automation tools to improve workflows and produce high-quality content.

• Proven ability to lead, mentor, and develop individual contributors effectively.

• Established track record of managing high-volume, time-sensitive intake processes across multiple stakeholder teams in a dynamic environment.

🏝️ Benefits

• Flexible work arrangements

• New hire equity grant

• Annual refresh grants