Knowledge Management Specialist
Knowledge Management Specialist to keep our CS team up to date with the latest processes, tools, and product information. The knowledge manager is responsible for managing and updating internal resources like the CS Playbook, SOPs, K&U (Knowledge & Understanding), Email Templates (ET), and Quick Texts (QT). Also, run ad-hoc training when there are urgent changes or updates.
Job scope:
- Keep the CS Playbook and Standard Operation Procedure updated and easy to understand for all the CS.
- Maintain and publish clear content in K&U to support agent learning.
- Update Email Templates and Quick Texts to ensure consistent communication.
- Work with other teams to reflect new product, CS policy, or system changes.
- Run short ad-hoc training sessions to help agents stay current.
- Audit and improve existing content based on usage and feedback.
What We're Looking For
- Experience in customer service, able to draft the email or chat template in good CS mindset
- Experience in organizing the knowledge/content management in his previous job. Preferable those from the crypto industry.
- Strong logical thinking and writing skills.
- Organized, detail-oriented, and a good communicator
- Comfortable using mindmaps or flowcharts to present information clearly.
- Chinese and English proficiency is a must.
