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Payoneer · 1 day ago

Knowledge Specialist

New York, US

Full-time

Onsite

Entry, Mid Level

$75K/yr - $85K/yr

2+ years exp

Payoneer is a global financial platform that connects underserved businesses to the global economy. The CJ Knowledge Specialist will design and improve the knowledge program to enhance customer experience and support associates, collaborating with various teams to align knowledge with business goals.

B2BFinanceFinTechPayments

Responsibilities

Own the CJ knowledge strategy for Enterprise Services, including taxonomy, governance models, workflows, review cadences, and quality standards

Develop and maintain clear procedures, SOPs, and guides using user‑friendly formats and decision trees

Build feedback loops with associates, QA, and Training to drive continuous improvement

Partner with Ops Tech and Product to enhance knowledge platforms and integrations

Use analytics and AI to surface answers in‑flow and support chat/voice bot knowledge

Represent CJ in Enterprise‑level initiatives, ensuring change readiness and successful go‑lives

Lead change management, training enablement, and communications for new policies, processes, and product updates

Build assets that increase autonomy and decision‑making

Reduce escalations and handoffs through better guidance, structure, and tooling

Qualification

Knowledge managementCustomer care experienceData-driven content optimizationMS Office proficiencyContent writingClear communicatorResearch agilityAdvanced English proficiencyOrganizational skills