Knowledge Management Lead

Affirm; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a Knowledge Management Lead to enhance customer experiences through effective content strategies and self-service solutions. In this dynamic role, you will lead initiatives that bridge gaps in current content, mentor a team of copywriters, and analyze data to drive improvements. You will thrive in a fast-paced environment, implementing high-quality solutions while navigating new challenges. This remote-first organization values diversity and inclusion, offering you the flexibility to work from anywhere in Canada. Join a team dedicated to making credit more honest and friendly.

Qualifications

• 5+ years experience in driving self-service outcomes through online platforms.
• 2+ years of content development for external audiences.

Responsibilities

• Partner with experts to identify content gaps and develop updates.
• Mentor copywriters to create and maintain documentation.

Skills

Content Strategy

Content Management

Data Analytics

Project Management

Self-Service Resolution

Tools

SFDC

Zendesk

Notion

Job description

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

As a Knowledge Management Lead, you will be a key contributor to the Knowledge Management team that sits within our Process, Knowledge, and Risk team within our Operations organization. We are seeking an experienced leader with a robust background in content strategy, content management, self-service, data analytics, and project management, who is passionate about driving the best customer experience possible. In this role, you will support and lead programs and initiatives within our knowledge management space driving for self-service resolution of customer inquiries and problems.

What you’ll do:

• Partner with subject matter experts to identify gaps in our current content and work with our copywriting team to update or develop new content to be accurate and concise.
• Mentor and support our team of copywriters who will be responsible for creating and maintaining agent, customer and merchant documentation for new products and expanded geographies.
• Review and approve any changes prior to publishing drafts for end-user use.
• Analyze data in order to drive improvements in our content enabling self-service for our customers and merchants.
• Present on team progress and metrics.
• Maintain team documentation in order to drive consistency across the team.
• Participate in quarterly planning both in defining what will be accomplished in the quarter as well as ensuring knowledge management’s capacity to deliver on initiatives.

What you'll need to succeed:

• 5+ years of experience in driving self-service outcomes through help centers/online platforms.
• 2+ years of content development for external audiences and project management experience.
• Experience with fast-paced environments: you have implemented high-quality solutions quickly.
• Ability to act autonomously while navigating new and ambiguous business initiatives.
• Experience using KM & Documentation platforms such as SFDC, Zendesk, Notion, etc.
• Ability to develop a deep understanding of business, compliance and regulatory risks and incorporate preventative measures into your work.
• Experience in a regulated environment within financial services, loan underwriting, credit analysis, customer service, consumer lending, personal banking, or other similar functions preferred, but not required.
• Ability to mentor others to complete quality work on time while engaging with stakeholders.

At Affirm, people come first is a core value and that’s why Diversity & Inclusion are vital to our priorities as an equal opportunity employer. You can learn more about our D&I efforts here.

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment.

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