Role Details
Location: San Pedro Sula, and Tegucigalpa, Honduras
Work Arrangement: Hybrid
Contract Duration: Full-time
Training Schedule: Monday to Friday; 7:00 am - 4:00 pm
Work Schedule: Monday to Friday; 7:00 am - 4:00 pm
Expected Start Date: February 12, 2026
About Us
Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.
More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.
Welcome to Crescendo. Welcome to what’s next.
The Role
The Knowledge Management Specialist II ensures Crescendo’s AI systems have access to the most accurate, up-to-date, and relevant information across partner knowledge bases. This role maintains and optimizes content within tools like Zendesk, Confluence, and Crescendo’s native AI platform to ensure seamless data availability for AI consumption.
Operating with a high degree of ownership in a collaborative, fast-paced environment, this position requires strong problem-solving and coordination with AI Engineers (AIDEs), Launch Success Managers (LSMs), Project Managers, and Operations Stakeholders to identify gaps, implement updates, and ensure knowledge foundations consistently support AI performance and partner goals.
What You’ll Do:
- Support multiple partner programs throughout their AI deployment journey, ensuring each has a strong, accurate, and complete knowledge base to power AI solutions.
- Work in a fast-paced, dynamic environment where priorities evolve quickly and proactive communication is key.
- Conduct ongoing knowledge analysis to assess content quality, structure, and maintenance needs across partner systems.
- Create, update, and recommend new knowledge base content based on opportunities identified through AI performance and gap analysis.
- Identify knowledge gaps by reviewing AI outputs and determine when new or revised content is required to improve accuracy and automation success.
- Collaborate closely with AI Engineers (AIDEs), Launch Success Managers (LSMs), Project Managers, and Operations Stakeholders to align knowledge strategies with AI goals.
- Participate in deployment and progress meetings with internal and external stakeholders to share updates, request information, and communicate knowledge priorities.
- Test and validate implemented content or structure changes to confirm effectiveness and ensure AI alignment.
- Develop and refine knowledge categorizations that reflect common customer inquiries, optimizing AI understanding and response accuracy.
- Maintain organized documentation of changes, recommendations, and progress to support transparent collaboration and long-term scalability.
What We Expect From You:
- At least 1 year of experience in Knowledge Management, content creation, or managing help centers and FAQs.
- A strong sense of how great knowledge is organized — from clear categorization to well-structured, easy-to-navigate content.
- Bonus points if you’ve worked with Zendesk, Confluence, or HubSpot (not required, but a plus!).
- A basic understanding of AI systems and how accurate, organized information fuels better performance.
- You’re relentlessly proactive — you communicate openly, raise issues early, and don’t wait to be told what to do.
- You take full ownership of your work, learn fast, and stay calm and focused in a changing environment.
- Comfortable working with both internal teams and clients, with a confident, professional presence in meetings.
- You move fast, focus on results, and balance speed with enough attention to detail to keep quality high.
- Open to feedback and committed to continuous learning and improvement.
- A collaborative mindset with strong listening skills and the ability to build positive, long-term relationships across teams.
What You’ll Get In Return:
- Hybrid working arrangements
- Competitive base salary
- Generous paid time off
- Comprehensive benefits package including medical, dental, and vision options
- Access to free posture-based fitness workouts from home
- Training and professional development opportunities
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
Top Skills
What We Do
PartnerHero is the BPO for companies that care about quality and people. We connect talented and capable people from all over the world with innovative companies who care about business metrics and values. We're big fans of integrity, finding the right fit, and bringing opportunity to places that have traditionally been left behind.
We specialize in Customer Support, Trust & Safety, Quality Assurance and Software QA. Visit our website and drop us a line.
