Knowledge and Content Specialist

Are you passionate about turning complex operational knowledge into clear, usable guidance that helps customer service advisors support consumers with confidence? 

The Knowledge Management team plays a critical role in shaping the present and future of customer service by being trusted stewards of knowledge, ensuring every interaction is consistent, accurate and empowering across all journeys. In addition to governing the internal knowledge base used by advisors, we also own and maintain customer service support content on LEGO.com/service, including our chatbot Sophia. We create the structure, standards, and governance needed for knowledge to remain useful in a fast-changing operational environment.  

Core Responsibilities 

As a Knowledge and Content Specialist, you will own and maintain the internal knowledge base structure, ensuring content follows established standards, templates and governance practices. Alongside a dedicated team of trained Knowledge Specialists, you will support the complete journey of all customer service knowledge content, from writing and reviewing to fact-checking, processing translations and adding final content to our systems. More specifically your responsibilities will be to: 

• Convert complex operational knowledge from SMEs into clear, structured guidance that advisors can use during live consumer interactions. 

• Partner with operations teams and knowledge SMEs to keep advisor-facing content accurate, current and aligned with business processes, and to maintain consistent quality across the knowledge base. 

• Identify content gaps, outdated information and usability issues and drive improvements to strengthen the advisor experience. 

• Improve the searchability, discoverability and usability of internal knowledge so advisors can find and apply information efficiently. 

• Support larger knowledge initiatives and cross-functional projects that improve the performance and effectiveness of the internal knowledge base. 

Requirements 

• Proven experience working with knowledge bases, support documentation, or operational content. 

• Strong content structuring, taxonomy and information architecture skills. 

• Ability to translate complex operational knowledge into clear, usable advisor guidance. 

• Experience collaborating with SMEs to capture, refine, and maintain knowledge content. 

• Familiarity with knowledge base platforms, search behaviour, and usability principles. 

• Strong attention to detail with a focus on accuracy, consistency, and content quality. 

• Strong writing skills and the ability to adhere to tone of voice principles. 

• Ability to manage competing priorities while balancing ongoing maintenance and continuous improvement work. 

• Strong collaboration and communication skills, with the ability to work across operations, product, and knowledge stakeholders. 

Nice to haves 

• Training in Knowledge Management best practices. 

• Project management experience, including running scoped improvement projects with cross-functional stakeholders. 

• Familiarity with Scrum or other Agile ways of working. 

• Experience working with knowledge content as input to AI or LLM-based tools, such as chatbots, search summarization or agent-assist.

• Comfortable identifying process inefficiencies and proposing practical improvements.