Knowledge Management Lead, Customer Operations

About Shutterstock:
Shutterstock is a leading global provider of high-quality licensed photographs,
vectors, illustrations, videos, and music to businesses, marketing agencies, and media organizations worldwide. We are committed to fostering creativity and empowering storytellers around the globe.
The Opportunity
We seek a dynamic and experienced Knowledge Management Lead to join our Customer Operations department. This pivotal role involves developing and implementing a comprehensive knowledge management framework supporting multiple business lines. Being an AI customer support specialist, an adept Conversation analyst and a Chatbot/AI agent trainer. The succes ful candidate will drive the integration of AI-driven customer support strategies, ensuring seamless collaboration among customers, agents, and leadership, all interconnected through robust data and knowledge systems.

This role reports to the Director of Customer Operations.
The day to day:

Knowledge Management Framework:

- Enhance the foundational design and support the implementation of a unified

knowledge management strategy that consolidates existing repositories, ensuring information is accurate, accessible, and up-to-date across all business lines.
Collaborate with cross-divisional teams, including developers, Finance, Legal, and Marketing, to maintain and enhance content within databases and repositories. Both internally and externally.
AI-Driven Customer Support Integration:
- Lead the integration of our new AI technologies within customer support operations to enhance our help centers and knowledge base content

- Develop processes that utilise AI to analyse customer interactions, providing actionable insights to improve service delivery.
- Maintain AI budget in line with expected resolutions, appeal verified mistakes and review assumed resolutions for accuracy.

Collaboration and Communication:
- Foster a culture of knowledge sharing and continuous improvement among teams and departments.
- Serve as a liaison between customer support agents, leadership, Ops and other departments to ensure alignment and effective communication regarding knowledge management initiatives.

Continuous Improvement and Best Practices:
- Stay abreast of industry trends and best practices in knowledge management and AI applications in customer support.
- Implement industry-standard practices for maintaining diverse knowledge repositories and help centres, ensuring scalability and adaptability to evolving business needs.

Performance Monitoring and Reporting:
- Establish metrics to assess the effectiveness of knowledge management practices and AI-driven support systems.
- Regularly report on key performance indicators, using data to inform strategic decisions and drive continuous improvement.

What you'll bring to the role:
Preferred but not essential:
● JIRA
● Customer helpdesk CRMs (Salesforce, ZenDesk, Intercom, etc.)
● KB repositories (Contentful, WordPress, Salesforce Communities, ZenDesk, Intercom, etc.)
● Confluence
● Tableau
● Slack
Qualifications:
- Bachelor’s degree in a related field, such as communications or project management, or 2+ years experience in a similar knowledge-management related field.
- Proven experience in knowledge management, preferably within a customer support/ operations environment. And a keen interest in emerging technologies and their applications in customer support.
- Demonstrated expertise in the use of AI technologies to enhance customer support services.
- Strong understanding of knowledge management best practices, including developing and maintaining knowledge repositories across multiple business lines.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across all organisational levels.

- Strategic thinking and problem-solving abilities, with a track record of driving process improvement initiatives and delivering results.
- Highly organised with excellent attention to detail and the ability to multitask and prioritise competing demands in a fast-paced environment.
 

Why Shutterstock:

• You have a direct impact on the success of the company. Your team’s work matters and is essential to the evolution of our core business!

• Executive leadership cares personally. They prioritize growth and planning your career path with your goals and passions in mind.

• Flexibility to work between home and office with everything you need to be successful in both

• A generous and competitive benefits package.

Shutterstock connects diverse artists and creative professionals around the globe with the agencies, brands and people who need their work and services. It’s a place where creators come to be inspired and discover new ways to produce their best work.

Shutterstock enables its employees to drive culture and tap into the world around them to develop the toolbox and solutions that help others share their world views. At Shutterstock, your ideas will be welcomed, your uniqueness will be celebrated, and you will be  supported in presenting your view of the world as you  experience it. We’re champions of resiliency;  quickly learning from our shortcomings in our pursuit of continuous growth.

Diverse teams are critical to our success. We encourage people from different backgrounds to apply and we commit to creating and maintaining a culture where employees know they belong and have equal opportunities to succeed.

If you are passionate about leveraging knowledge management and AI to transform customer operations and enhance service delivery, we invite you to apply for this exciting opportunity at Shutterstock.

Shutterstock is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees

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Shutterstock Values

We are one team collectively focused on creating an unrivaled experience for our Customers and Contributors. Our Values represent the mindset of the employee who will thrive at Shutterstock.  If you are passionate about what you do, and want to become part of a cutting-edge technology company building industry leading products, please apply.

Shutterstock is an Equal Opportunity Employer. Suitably qualified and eligible candidates are encouraged to apply  regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

Shutterstock ensures that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.  Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [email protected].