Knowledge Management Specialist
$50,000–$65,625 year
RemoteUnited States
Job Summary
Map and maintain end-to-end workflows for Customer Care, Risk, and Payments operations, serving as the process owner for multiple operational designs. Maintain and evolve a comprehensive knowledge base to support real-time operations, translating complex technical processes into intuitive reference materials for diverse audiences. Drive readiness for internal and external audits through meticulous documentation, real-time updates, and compliance tracking while administering content delivery platforms like Zendesk and SharePoint. Own standard customer-facing communications for all operational teams, aligning with regulatory, tone, and brand requirements to ensure consistency across functions.
Required Qualifications
- 2+ years of experience in operations enablement, content strategy, process design, or internal communications
- Proven experience managing documentation, workflows, or knowledge bases in high-volume, high-complexity environments
- Exceptional writing, editing, and content structuring skills
- Demonstrated ability to independently own projects from strategy through execution while managing shifting priorities
- Technologically adept, with experience in systems such as Zendesk, SharePoint, or WordPress
- Analytical and detail-oriented mindset, capable of interpreting operational pain points and transforming them into scalable solutions
- Strong cross-functional communication and stakeholder management skills
- Must be able to sit or stand and operate a computer or similar device for extended periods
- Ability to work in a fast-paced, rapidly evolving environment where self-direction and strong judgment are key
- Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship
Desired Qualifications
- preferably within regulated industries (e.g., fintech, betting, healthcare, or financial services)
- Communications, Technical Writing, Information Management, or related field
- Bilingual in English and Spanish
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