Knowledge Manager (gn)

About the role

Are you passionate about how amazing self-service can transform the support experience? Excited about the opportunities presented by AI to create those great experiences? 

We’re looking for a dedicated

Knowledge Manager (gn)

who’ll take on ownership of our support center. You'll have the freedom to shape and optimise our self-service resources, ensuring they’re a great resource not only for our users but also for AI solutions that we want to implement. 

If you’re interested in technology, have a knack for creating crystal-clear support documentation, and understand what it takes to create a seamless experience where customers can find answers to their questions independently, this might be the role for you. You’ll be working alongside Chris and our entire Support team. 

Ready for your next adventure?

• WDevelop and maintain support documentation, including FAQs, troubleshooting guides, and best practices, including internal documentation as needed. 
• Regularly update and revise existing content to reflect changes in products, services, or processes.
• Implement strategies for capturing and disseminating knowledge within the team.
• Conduct audits of support content to ensure accuracy, relevance, and consistency.
• Gather feedback from team members and users to identify areas for improvement and address any gaps in knowledge.
• Explore and implement new tools or technologies to enhance knowledge management processes and workflows.
• Collaborate with Product Managers, developers, and QA to ensure technical specifications of new features are adequately documented. 
• Monitor KPIs related to support content usage and effectiveness, such as content views, feedback ratings, and resolution rates.
• Analyse trends and patterns in support interactions to identify opportunities for pre-emptive content creation and proactive support measures.

• Are fluent in English and German.
• Have 3+ years of experience in knowledge management, content management, or a related field.
• Have demonstrated experience in developing and maintaining support documentation or similar knowledge resources.
• Have managed the localisation of that documentation into different languages.
• Have a good understanding of HTML and CSS for formatting and styling content.
• Are familiar with best practices in knowledge management, including taxonomy development and content categorization.
• Are interested in AI and familiar with using AI to speed up content production, or with creating content to be read by an AI. 
• Excellent communication and interpersonal skills, with an ability to collaborate effectively with diverse teams.
• Have strong organisational skills and attention to detail to ensure accuracy and completeness of support content.
• Are adaptable and willing to learn new technologies and processes.
• Can put yourself in the shoes of a customer and anticipate their questions/needs. 
• Are proactive and driven, able to pull information from across the company. 
• Have strong writing and editing skills, with an ability to convey complex information in a clear and concise manner. 

• Your work will contribute to helping millions of people enjoy lovely outdoor experiences.
• We’ve been a remote-working company since 2017, meaning: We are remote by default, have frameworks and systems in place, and know how to do it well.
• You can work from wherever you want, be it a beach, the mountains, your house, or anywhere else that lies in any time zone between UTC-1 and UTC+3.
• We have your costs covered for your co-working space membership or your work-from-home office setup and the latest devices and equipment to do your best work.
• You’ll become an essential part of our diverse and international team with colleagues based in 20+ countries across Europe.
• 38 paid days off (inclusive public holidays) – you are free to take those days whenever it suits you, including a well-deserved winter holiday break.
• We love seeing people grow. That's why each team member gets €2,000 and 3 additional days to spend on professional development each year. Classes, conferences, books – your choice!
• Core Communication time between 10 am - 3 pm (Berlin Time). We know people have different lifestyles, which is why we have flexible working hours with core time for synchronous interaction. You can organize your workday in the way that best suits you, your family, and your needs.
• We work on a project basis in cross functional teams to ensure that we collaborate on our goals, move forward smoothly with open lines of communication, and achieve results as a team.
• Every Monday morning, we have a whole-company presentation where you hear about projects across the business, inspire each other, and share great work.  
• We connect in person at three whole-company gatherings each year in beautiful locations. You can check out this playlist to find out more about how we stay close while being remote.
• We use tools like Trello, Slack, Miro, Zoom, and Google Workspace on a daily basis to stay connected, collaborate easily, and manage projects.