Knowledge Strategist Team Lead – Governance

This is a fully remote position, open to applicants in California, +18 more states.

📋 Description

• Lead the Governance team within the Knowledge Strategy division.

• Develop and uphold content standards for clarity and AI accessibility.

• Manage regular assessments of the knowledge base and initiate remediation efforts.

• Drive significant internal projects aimed at enhancing knowledge architecture.

• Monitor and report on knowledge health metrics while spearheading continuous improvement initiatives.

• Directly oversee a small team of Knowledge Strategists, offering coaching and consistent feedback.

• Collaborate with Product, Engineering, Legal, and various stakeholders.

⛳️ Requirements

• A minimum of 4 years of experience in knowledge strategy within a high-volume customer support environment.

• Demonstrated capability to identify, articulate, and address end-to-end operational inefficiencies.

• Strong understanding of contact center and CRM systems (e.g., Salesforce, Genesys).

• Advanced skills in interpreting and utilizing CX metrics (e.g., AHT, FCR) and content metrics to drive improvements.

• Outstanding written and verbal communication abilities.

• Experience in utilizing AI/automation tools to enhance workflow efficiency.

🏝️ Benefits

• Highly competitive market compensation.

• Equity grant for new hires.

• Annual refresh grants.