200+ applicants

Company

Sand Cherry · 3 hours ago

Knowledge Base Manager

United States

Contract

Remote

Mid, Senior Level

$65/hr - $80/hr

5+ years exp

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Consulting

Growth Opportunities

Hiring Manager

Jennifer Lamont

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Responsibilities

Provide users with easy access to answers, guides, FAQs, and support resources, often used in customer support or internal knowledge sharing.

Ensure content structure is organized around user queries with tagging, topic categorization, and search optimization for quick, precise access to information.

Create a user experience and taxonomy that is designed with a simple, intuitive interface, often featuring search bars, article suggestions, and feedback options (e.g., 'Was this article helpful?').

Create tests to pilot content. Review analytics to track popular topics, frequent user queries, and refine content plan as needed.

Collaborate with various teams to gather content requirements and ensure accuracy and consistency of information

Create and enforce content governance standards, including content guidelines, style guide, and best practices

Coordinate with developers to ensure content is displayed correctly and optimized for users

Facilitate standardization of content across departments and geographic areas, ensuring the technical protocols are accurately described to the end users.

Review and edit content for grammar, spelling, clarity, and consistency

Stay up-to-date with industry trends and best practices in knowledge base management

Develop project plan and roadmap for executing engagement.

Provide executive level status reports in PPT, email and video calls.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Knowledge base managementContent developmentTelecommunications experiencePPT proficiencyTaxonomy developmentProject managementProject management toolsCollaboration skills

Required

Bachelor's degree in English, Communications, or a related field

Experience working in telecommunications required with specific knowledge of technical activities conducted by field personnel servicing customer accounts

5+ years of experience in content development, knowledge base management or a similar role

Excellent written and verbal communications skills. Experience developing taxonomies.

Must have proficient PPT and project management skills

Strong attention to detail and ability to meet tight deadlines

Knowledge of best practices in translating materials to foreign languages and/or more inclusive and accessible formats

Experience with project management tools and collaboration platforms

Ability to work independently as well as collaboratively in a team environment

Highly organized and self-motivated