Knowledge Base Specialist tabby

What You ll Be Doing

• Internal Content Creation and Maintenance - Write and update internal KB articles, workflows, and FAQs that guide agent decision-making and support handling across all CX lines of business (LOBs).
• Content Quality and Accuracy - Ensure documentation is correct, easy to understand, and aligned with our tone of voice, formatting standards, and compliance requirements.
• Knowledge Structure and Navigation - Organize and categorize content for easy discovery and searchability by agents, minimizing confusion and handling time.
• Feedback and Iteration - Use agent feedback (via Slack, forms, or QA), escalations, and training insights to identify gaps or unclear content, then proactively fix them.
• Collaboration with SMEs - Work closely with internal teams to source accurate information, validate content, and reflect updates in the KB in a timely way.
• CMS Management - Own the structure, tagging, and maintenance of our content within the CMS, including version control and publishing workflows.
• Reporting and Optimization - Track article views, searches, and usage patterns to find friction points. Use this data to improve clarity, reduce duplicate content, and prioritize updates.
• Process Improvement - Standardize how we document policies, procedures, and product flows. Contribute to internal comms around major changes or product launches.