Knowledge Base Manager

$94,000 - $111,000/Yr

Frontify Ag - New York, NY

Full-time - Mid Level

New York, NY

251-500 employees

About the position

The position involves optimizing the knowledge base for AI solutions to enhance customer support at Frontify. The role requires collaboration with various teams to unify internal and external knowledge resources, ensuring that customers can find answers quickly and independently. The candidate will be responsible for content management, performance analysis, and user experience optimization, ultimately aiming to improve customer satisfaction and reduce support tickets.

Responsibilities

• Support customers by identifying their knowledge base needs and providing appropriate assistance.
• Understand customer challenges and provide the necessary resources.
• Structure and organize the knowledge base for easy access.
• Create, manage, and optimize content for both customers and internal use.
• Ensure content is AI-ready, suitable for NLP and machine learning.
• Regularly audit and update content based on product changes and feedback.
• Regularly engage in customer support interactions to stay attuned to ongoing issues, customer pain points and evolving needs.
• Coordinate with various teams to address customer pain points in the knowledge base.
• Work with experts to ensure accurate product information.
• Communicate updates and improvements to stakeholders.
• Track and analyze knowledge base metrics to find improvement areas.
• Implement strategies to boost adoption and reduce support tickets.
• Train Customer Support agents on using and contributing to the knowledge base.
• Guide internal teams on best practices for content creation.
• Design a user-friendly knowledge base to improve customer experience.
• Collect and analyze user feedback for continuous improvement.
• Optimize content for better searchability within the knowledge base.

Requirements

• Experience building and maintaining an intuitive, user-friendly knowledge base interface.
• Experience maintaining the structure of a knowledge base, ensuring content is logically organized and easily accessible.
• Experience coordinating with Customer Support, Technical Solutions, Product, Product Marketing, and Customer Success teams to identify common customer pain points.
• Experience implementing strategies to increase knowledge base adoption and reduce incoming support tickets.
• Experience providing training to Customer Support agents on effectively using and contributing to the knowledge base.
• Fluency in English.

Benefits

• 5 weeks of holiday
• Sponsored medical, dental and vision plans
• 401k plans
• Budget for home office set-up
• Biannual salary review
• Additional localized benefits
• Invite to annual summer company meet-up