Description:
You are a strategic thinker and data-driven problem solver with a background in operational excellence, business operations, or knowledge management. You thrive on identifying gaps, streamlining processes, and building creative solutions that have a tangible impact.
As part of the Knowledge Team you’ll leverage our 25,000+ article knowledge base, a sophisticated rules engine, and cutting-edge AI tools to connect users with the knowledge they need to succeed. You bring a practical mindset, a talent for organization, and a deep curiosity about how systems and content can come together to improve user experiences. If you find fulfillment in turning complexity into clarity and enabling others to thrive, this role is for you.
About The Team
Our mission is to scale knowledge to power Deel's products and services, ensuring our users have the information they need, when and where they need it. We collaborate with 200+ legal experts and 350+ payroll and HR compliance specialists to support over 35,000 clients across 160 countries. Together, we’re building the world’s largest knowledge base for HR, compliance, employment law, and immigration. By curating and delivering accurate, accessible, and actionable knowledge, we help our users navigate complex challenges and unlock opportunities on a global scale.
What You’ll Do:
Knowledge Strategy and Development
- Knowledge Content Strategy: Proactively identify gaps and opportunities to augment content and learning materials into user experience to better support customers and reduce inquiries.
- Quality, Accuracy, and Consistency: Build and manage scalable Quality Assurance and Audit processes to ensure the effectiveness of internal and external documentation.
- Continuous Improvement: Leverage continuous improvement feedback loops and customer interaction data to identify areas for improvement in content development, customer service processes, and documentation
Customer Insights & Feedback Analysis
- Analyze Customer Feedback: Monitor, assess, and act upon customer feedback, escalations, ticket volume trends, and risks to identify opportunities for new or improved processes or content
- Root Cause Analysis: Conduct root cause analyses, and implement improvements in content or processes to prevent recurring problems.
- Risk Identification: Proactively flag and address risks in documentation or customer interactions, offering solutions to mitigate potential user dissatisfaction.
Cross-functional Collaboration & Training
- Cross-functional Collaboration: Collaborate with customer service, product, and engineering teams to resolve content-related issues and enable users to access the information they need when they need it.
- Training and Enablement: Identify opportunities for improvements to our training and enablement processes to support teams in scalably creating and managing their own content and resources
- Performance Metrics & Reporting: Track and report on key performance metrics related to content effectiveness and customer satisfaction, using data to drive continuous improvement.
Qualifications:
- Experience in Operational Excellence, Customer Success or Knowledge Management: 3-5 years of experience in customer success or operations, with at least 2 years focused on process improvements, preferably within a content-heavy SaaS environment.
- Data Skills: Expertise in data analysis using tools like Looker, Snowflake, and SQL to extract actionable insights and drive decision making.
- Analytical Skills: Strong analytical and problem-solving skills, with a proven ability to identify root causes and suggest actionable improvements based on customer feedback and ticket volumes.
- Experience with Ticketing & Feedback Tools: Familiarity with tools like JIRA, Zendesk, Intercom, or other customer service platforms for tracking issues, managing feedback, and ensuring documentation accuracy.
- Customer Service Documentation: Experience in managing or creating customer service documentation and guides that help support teams resolve customer inquiries efficiently.
- Collaboration & Communication Skills: Excellent interpersonal skills with the ability to work cross-functionally and explain complex issues to diverse stakeholders.
- Project Management: Proven ability to handle multiple tasks and projects concurrently, managing priorities to meet deadlines in a customer-focused environment.
- Language Skills: Fluent in English; proficiency in another language is a plus.