MUST HAVE KNOWLEDGE MANAGEMENT EXP. TO BE CONSIDERED FOR THIS ROLE
Hello
We are looking for a knowledge management/content professional with customer support or contact center experience, especially someone who has created clear, standardized process documentation for frontline agents in a contact center/call center/customer facing environment.
REMOTE ROLES – Prefer candidates in Northern New Jersey or Phoenix, AZ due to local offices
Pay Rate: $40 - $42/hr W2
Duration: 3+ months, with possibility of longer-term extensions
If interested, please email your resume to [email protected]
Required experience
Knowledge management or content management experience
Creating and maintaining knowledge-base articles, SOPs, tutorials, workflows, and internal guides
Translating complex processes into clear, step-by-step instructions agents can follow during customer calls
Standardizing content so multiple teams and offshore/partner agents follow the same process
Customer support or contact center experience
Experience supporting customer service operations, ideally in retail, e-commerce, or another consumer-facing environment
Understanding how frontline agents work and what information they need while assisting customers
Familiarity with customer service processes such as refunds, order issues, escalations, and common support workflows
Experience with a customer service platform or CMS
Gladly is preferred but not required
Comparable platforms include Zendesk, Salesforce Service Cloud, or other customer support/content management systems
Candidates should understand concepts such as:
Macros or canned responses
Agent-facing knowledge articles
Auto-replies
Searchable support content
Tagging and categorization
Strong writing and editing skills
Ability to write concise, accurate, easy-to-follow content
Ability to follow brand voice and terminology guidelines
Experience reviewing, improving, and organizing existing documentation
Process improvement experience
Identifying gaps or outdated information
Improving workflows and documentation
Partnering with customer service, operations, and subject-matter experts to validate content
AI/search-ready content experience
Understanding how tagging, structure, keywords, metadata, and consistent formatting affect search and AI retrieval
Experience creating content that can be easily surfaced by tools such as AI assistants or knowledge-base search systems would be valuable
Nice-to-have experience
Gladly experience specifically
Experience working with AI-powered search, generative AI, or knowledge-retrieval tools
Experience supporting outsourced, overseas, or partner contact-center teams
Retail or e-commerce background
Experience working directly with agents or observing customer support calls