Knowledge Base Specialist

The Content and Curation Manager plays a vital role in developing, managing, and optimizing the knowledge base content to enhance the support experience for frontline staff and customers.

This position involves collaborating closely with product experts, technical teams, and trainers to create clear and concise articles, FAQs, and troubleshooting guides that translate complex technical information into user-friendly resources.

The Content and Curation Manager will focus on content development and curation, knowledge base management, content strategy and planning, collaboration and communication with different stakeholders, as well as performance monitoring and reporting.

• Develop, write, and edit clear, concise, and accurate knowledge base articles, frequently asked questions (FAQs), troubleshooting guides, and other support materials.
• Translate complex technical information into user-friendly language for frontline users, create multimedia content (including videos, images, and infographics) to enhance knowledge base usability, curate existing content to ensure content relevance and consistency.
• Maintain the knowledge base platform – ensuring content is organized, searchable, and easily accessible, implement and manage content versioning and update processes, monitor content usage and identify areas for improvement, conduct regular content audits to ensure accuracy and relevance, optimize search functionality to improve content discoverability.
• Develop and implement a content strategy aligned with the needs of frontline staff and customer support goals, identify content gaps and prioritize content development based on feedback from frontline staff and performance data, create and maintain a content calendar to ensure timely updates and releases, analyze content performance metrics and provide recommendations for improvement, work closely with trainers, quality assurance teams, and subject matter experts to ensure content accuracy and alignment with training materials.
• Gather feedback from frontline staff and incorporate it into content development and updates, communicate content updates and changes to frontline staff and stakeholders, provide content-related training and support to frontline staff.
• Track and analyze knowledge base usage metrics (e.g., search queries, article views, feedback), generate reports on content performance and identify trends and areas for improvement, provide recommendations for content optimization based on data analysis.

• Bachelor's degree in English, communications, technical writing, or related fields – 3+ years proven experience in content development and knowledge base management preferably within a contact center setting or customer support environment.
• Excellent writing, editing, and proofreading skills, strong understanding of knowledge base platforms and content management systems, ability to translate technical information into clear and concise language, excellent communication and collaboration skills, strong analytical and problem-solving skills, proficiency in using different content creation tools and software, experience in technical writing as well as search engine optimization (SEO) for knowledge base tools.
• Highly organized and detail-oriented, proactive and self-motivated, ability to work independently and as part of a team, strong problem-solving and critical thinking skills, adaptable to change, customer-focused and committed to providing exceptional support.

• Interact and collaborate with industry experts.
• Multiple opportunities for learning and development.
• Enjoy a fun – and competitive working environment.

Work location: Concentrix Bridgetowne (Quezon City)

Mid-senior level

Full-time

Information technology, product management, and writing/editing

Outsourcing and offshoring consulting