Zilch

Knowledge Base Content Specialist

Posted 4 Days Ago

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London, Greater London, England

Mid level

Fintech • Financial Services

The Role

The Knowledge Base Content Specialist will manage and optimize the internal knowledge base and public-facing help centre, ensuring accurate and user-friendly information. Responsibilities include collaborating with teams to update content, maintaining internal macros, conducting audits for content quality, and fostering relationships with various departments for alignment in communication.

Summary Generated by Built In

Who we are:

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 4 million customers. There are some exciting projects coming up and we’ve got big growth plans.

Want to join us?

The role.
We are seeking a highly motivated and organised Knowledge Base Content Specialist to join our dynamic team. In this role, you will be responsible for maintaining and optimising our internal knowledge base and public-facing help centre. You will play a pivotal role in ensuring that both resources provide accurate, up-to-date, and user-friendly information for our teams and customers globally. You will have the opportunity to collaborate closely with various departments, acting as a central point of contact for customer support content, database/knowledge base maintenance, and quality assurance.
Day to day responsibilities

Internal Knowledge Base:

Maintain the internal knowledge base, ensuring it is accurate, organised, and easily accessible for employees in the UK.
Collaborate with cross-functional teams to gather, verify, and update information within the knowledge base.
Develop and implement content standards and best practices for knowledge base entries.

Macro Development and Maintenance:

Support the creation and updating of internal macros to enhance workflow efficiency and improve productivity for teams on both sides of the business.
Identify opportunities for macro implementation and facilitate cross-functional collaboration to ensure successful deployment.
Collaborate to conduct regular reviews of macros to assess their relevance and effectiveness.

Public-Facing Help Centre:

Manage and update content on the public- facing help centre, providing clear and concise information for customers in the UK.
Collaborate with Customer Support, Product and Marketing & Design teams to understand user needs and develop content that effectively addresses their queries.

Collaboration:

Foster strong relationships with Product, Customer Support, Marketing, and other relevant teams in the UK.
Gather information and ensure alignment in communication across different departments and locations.
Stay informed about product updates, feature releases, and company initiatives to maintain up-to-date content.

Audit and Governance Structure:

Manage a clear audit process and follow internal governance structures for both the help centre and macro development processes.
Document content quality standards and review procedures.
Conduct regular audits of both the help centre and macro library to ensure compliance with standards and identify areas for improvement.
Report on audit findings and recommendations to stakeholders.
Proactively investigate and address any identified issues in a timely manner.

We're looking for...

Minimum 1-2 years of experience in creation of customer support content.
Experience managing and maintaining knowledge bases or similar information resources.
Proven ability to write clear, concise, and user-friendly content.
Experience in leveraging Ai tools to streamline content creation, and generate data-driven insights, enhancing engagement across digital platforms
Excellent organisational skills.
Excellent analytical and problem-solving skills.
Strong communication and collaboration skills.
Ability to work independently and take initiative.
Proficiency in Microsoft Office Suite and familiarity with content management systems.
Experience working in a cross-functional and globally dispersed environment preferred.

Benefits:

Compensation & Savings

Pension scheme - 5% employee contribution and 3% employer contribution
Death in Service scheme - 3x your annual basic salary to nominated beneficiaries
Income Protection - up to 75% of annual basic salary to cover long term injury or illness

Health & Wellbeing