Knowledge Manager at KeepTruckin

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Who We Are:

KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads. 

We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront and named a Forbes Best Startup Employer 2020.

About the Role:

As the Knowledge Manager, you will report to the Director of Support Operations & Enablement. This is a strategic role for the Support Organization. Your scope will be overseeing the Knowledge Management for KeepTruckin customers Customer Help Center which is the one stop shop for users, prospects and partners, to find timely, relevant answers to any questions related to KT’s products and services. You will define the content/knowledge management strategies and lead the content architecture. You will lead the content delivery team of writers, helping them execute against your content vision and upholding the highest standards on operational efficiency. The role will focus on overseeing the development, audit, and maintenance of high quality content for customers. You will build a professional brand for Support across the organization. You have experience with Information Architecture, leading remote teams and a passion for Customer Experience.

What You'll Do:
  • Act as the knowledge management process owner by providing guidance, support, training and education, and reporting and governance for the content writing team within KeepTruckin.
  • You will also act as a cross functional leader, ensuring that the Help Center’s key stakeholders throughout the business are furthering your goals, aligning on priorities and working together to create a rich customer experience. 
  • Works with appropriate stakeholders and subject matter experts to collect knowledge content, revisits and reviews content, and ensure content is relevant, accurate, and meets KeepTruckin standards. Acts as the approver of content prior to posting.
  • Define key metrics to ensure we are leveraging knowledge effectively for our business, including, reducing incoming volume to our support agents and creating scalable translation practices will also be part of this role. 
  • Create awareness in all the team members and stakeholders of the principles of knowledge management and how they can impact the overall performance of the organization and customer experience.
  • Define requirements for Knowledge Management tools & services for the team to scale work effectively. 
  • Identify the individuals in the organization with knowledge in specific areas which are critical to the performance of the organization and enroll them in the process of managing that knowledge.
  • Act as Knowledge Management liaison for the internal and external stakeholders.
  • Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.
What We're Looking For:
  • Minimum of 3 years managing content organization and/or content writers. 
  • Minimum 5 experience in a technical content strategy, creation and maintenance. Previous experience with oversight of an organization's Knowledge Management strategy, implementation, communications, and maintenance
  • Ideally with a company or integrator dealing with IoT hardware and/or SaaS solutions for large enterprise customers, both domestically and internationally.
  • Ability to attract, hire, mentor, and retain high-performing support professionals.
  • Ability to successfully communicate and coordinate with departments across the organization including Sales, Customer Success, Engineering and Product Management.
  • Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising, as well as flawless written communication
  • Ability to plan, organize, motivate, mentor, direct and evaluate the work of others
  • Ability to provide leadership and influence others
  • Knowledge Management Certification a plus

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please do not let an arrest or conviction record prevent you from applying for employment at KT. KT considers qualified applicants with arrest and conviction records.

Please review our Candidate Privacy Notice here.


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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • AWSLanguages
    • PostgresLanguages
    • LinuxLanguages
    • AnsibleLanguages
    • SpringLanguages
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases

An Insider's view of KeepTruckin

How has your career grown since starting at the company?

I started on our Customer Success team 3 years ago. When I saw we were hiring internally for the Product team, I knew this was an opportunity I couldn’t pass up. Since I joined the Product team, I’ve been paired with a mentor, attended the Women in Product Conference & have been given so many opportunities to continue learning about Product Mgmt.

Breanna

Product Manager

What are KeepTruckin Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
KeepTruckin proudly sponsors Employee Resource Groups. These groups amplify the voices and stories of our employees and create spaces for them to connect, collaborate, and develop their careers.
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
KeepTruckin employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
We offer comprehensive mental health benefits through Modern Health.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
KeepTruckin has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the on-tap beer and kombucha you can handle.
Happy Hours
Happy hours are hosted once per month. See our instagram @keeptruckinhq for details!
Recreational Clubs
KeepTruckin has office sports leagues year-round. We currently hold the title for back to back Basketball Champs in the San Francisco Equinox League!
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
KeepTruckin. offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
KeepTruckin hosts lunch and learn meetings for our interns bi-weekly and all are invited to attend!
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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