Knowledge Base Specialist
Tread Carefully
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Passion.io | No comp given
Steph's Notes:
This actually seems like a fairly well-scoped role, but the lack of salary transparency and culture issues that surfaced in the Head of Support role put this in Tread Carefully.
Original Job Description: Knowledge Base Specialist
Passion.io’s goal is to make the world more confident and passionate. We do this by empowering Creators to launch highly impactful mobile apps for a fraction of the cost. We are an international remote team of 70+ people, supporting 8,000+ Creators and 700k+ end-users from all over the world.
We have an exciting opportunity for a Knowledge Base Manager to join our team! If you are an experienced professional with more than 2 years of experience managing a Knowledge Base in a SaaS environment - we would love to meet you!
Requirements
- More than 2 years of experience managing a Knowledge Base
- Native level written English skills
- Saas experience of more than 1 year
- Aesthetic skills to create a Knowledge Base with high quality look and feel
- Clear, succinct communication
- You are data led/driven
- Strong leadership/collaboration
- Positive Problem solving abilities
- Fluent in English
It will be highly beneficial if you have experience with any of the following 🙌
- Experience delivering trainings
- Experience working with Product teams
- Experience in the mobile app market
- Tech documentation skills
What you'll be working on
- Optimize Knowledge Base performance
- Optimize the Knowledges Base’s Contact Support form
- Understand any product knowledge gaps of the customer facing teams
- Deliver trainings to the customer facing teams for new releases and product knowledge gaps
- Update the Knowledge Base based on team feedback with fast turnaround
- Establish the right leading metrics/KPIs to measure Knowledge Base performance
- Collaborate across CS and other squads
Benefits
- 🌍 Work from anywhere and full flexibility.
- ✈️ Regular international gatherings in a cool venue somewhere even cooler. Our last trips brought us to Croatia, Portugal, and Greece.
- 📈 An autonomous/entrepreneurial work style where your success is measured by results (not time).
- 🤯 The steepest learning curve you’ve ever experienced including regular career coaching sessions, internal and external training, coaching, and much more. We also support you with attending conferences, taking courses, and purchasing books.
- 🤝 An open, honest, creative, and results-driven environment where your opinion is highly valued.
- 💻 Flexible equipment policy with a budget that renews every year.
- 🏢 Co-working policy: If you prefer to work from a co-working space, we'll help pay for it.
- 🏝 24 days of paid vacation plus 10 days of “Celebration Leave” that allows you to take the holidays off you actually celebrate (instead of the statutory holidays in the country you happen to live in).
- 👶 Paid parental leave: We offer a generous period of fully paid parental leave.
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