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Koalafi · 1 week ago

Knowledge Management Specialist

Richmond, VA

Full-time

Onsite

Entry Level

1+ years exp

Koalafi is a company dedicated to transforming the financing experience by providing flexible lease-to-own financing. They are seeking a Knowledge Management Specialist to maintain their internal knowledge system, ensuring it is accurate and user-friendly for customer support agents.

FinanceFinancial ServicesFinTech

Growth Opportunities

Responsibilities

Manage file structure, tags, and folders within our knowledge management system Guru

Use built-in features to improve searchability and usage

Responsible for quality control (QC) of new cards before publishing for clarity, tone, and accuracy

Archive outdated content and remove duplicates

Handle word swaps and light edits from business units

Respond to "wrong answer" reports from users

Follow up on requests in the content Slack channel

Reach out to internal subject matter experts for verification

Write and post Slack announcements about content changes

Review analytics to find usage patterns or gaps

Edit AI-generated drafts to fit our brand voice and tone

Use ChatGPT to brainstorm or build a starting point—but never publish AI content without first conducting a close review

Stay curious about new tech and eager to train on platform updates

Qualification

Knowledge management systemsDigital content managementGuruInterpersonal skillsCuriosity about technologyExperience in customer serviceSpanish fluencyProblem-solving skills

Required

A degree or coursework in Communications, English, Learning & Development, or a related field

1 year of professional experience, ideally in social media, website management, or a corporate writing position

Strong writing and editing skills—clear, friendly, and focused on the user

Strong interpersonal skills – you're able to work with stakeholders across the business and partner with them to communicate complex processes

Close reading and problem-solving skills – you're able to assess workflows, uncover inefficiencies, and brainstorm effective solutions to fill the gaps

Confidence managing digital content and file structures — you bring strong organization skills with attention to detail when juggling multiple requests

Curiosity and quick learning when it comes to tools and technology

Familiarity with knowledge platforms like Guru, Notion, Confluence, or wikis

Experience working in a fast-paced, dynamic environment

Location Requirement: This position requires regular in-person attendance at one of our two office locations (Richmond, VA or Arlington, VA). Candidates must already be located within a commutable distance to either location, as relocation assistance is not available at this time