2 of 2 Permanent Knowledge Manager Jobs in London

+ £55,000 + Package Hybrid : 2 Days p/w onsite Are you passionate about delivering seamless customer experiences through clear, helpful content? My client is recruiting a Knowledge Manager who will take ownership of the non-voice support channels (email/chat/social/bots), making it easier for customers and agents to locate and … service tools. Shape a clear strategic vision for Zendesk, driving innovation like AI integration and workflow automation to enhance customer and agent experiences. Analyse customer FAQs and feedback, identify knowledge gaps, and create engaging, easy-to-understand content that resonates across multiple brands. Lead the design of seamless customer journeys via email and live chat, including chatbot responses and … and use insights to boost use of self-service channels, reduce contact volumes, and improve satisfaction. What Experience & Abilities We're Looking For Strong experience with Zendesk or similar knowledge platforms. Experience driving KM initiatives and adoption within a CX/Contact Centre environment Detailed experience delivering self-serve solutions within 'multi-channel' customer contact settings Excellent communicator who More ❯

Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here . You will play a pivotal role in crafting and executing knowledge management strategies that empower our customers with self-service options and support our Customer Success teams in France, the US and the UK. By understanding their needs and leveraging … insights, you will ensure that our internal and external knowledge resources are relevant, accessible, and effective in enhancing the customer experience and aligning with the department's goals and objectives. Your mission Lead strategy development and implementation for managing knowledge to enhance customer self-service and internal resources Direct the Knowledge Team in creating, updating, and organizing … team members to create and distribute effective communication materials, such as social media posts, Youtube videos, Help Center content, chatbot improvements Utilize customer feedback and support data to refine knowledge content, aiming to improve customer satisfaction and reduce inquiries Maintain content standards for consistency, accuracy, and relevance across all knowledge materials Advance self-care solutions through AI and More ❯