Aftersales Documentation Specialist

Stark Future SL; Barcelona; Presencial; EUR 45.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Lunch subsidy

In-house gym

In-house restaurant

30 days vacation

Descripción de la vacante

Stark Future SL is seeking a Documentation & Knowledge Base Specialist to maintain the SAM database and knowledge base powering our AI support agent. You will produce technical documentation for dealers and customers, map customer processes, and maintain clean master data for parts.

You will work with Engineering, Product, Parts, and CX teams to launch accurate content for new models, while standardizing formats across markets and audiences.

Formación

• Experience in technical writing, documentation, knowledge management, or data management roles.
• Strong organizational and structuring skills with large content/data sets.
• Understanding of content structuring, taxonomy, or knowledge base principles.
• Excellent written communication translating technical info into clear docs.

Responsabilidades

• Maintain the SAM database and AI knowledge base, ensuring accuracy.
• Audit entries to identify gaps, outdated content, and improvements.
• Define and maintain content structure and taxonomy for easy retrieval.
• Create and maintain technical docs for dealers and customers (installation, operation, troubleshooting).
• Ensure new model releases include complete, dealer- and customer-ready documentation with Engineering/Product coordination.
• Standardize documentation formats across models, markets, and audiences.
• Map end-to-end Customer Experience processes and identify bottlenecks for improvement.
• Track content quality metrics like AI answer accuracy and knowledge coverage.
• Collaborate with cross-functional teams (Engineering, Product, Parts, CX) to keep data current.

Conocimientos

Technical writing

Documentation

Knowledge management

Data management

Content taxonomy

AI knowledge base

Herramientas

Knowledge base platforms

MDM tools

Descripción del empleo

About Stark Stark builds the world’s most powerful electric motorcycles. From the VARG MX to the road-legal VARG EX & SM, our bikes have won world championships and are engineered to outperform anything with a combustion engine.

About Stark Stark builds the world’s most powerful electric motorcycles. From the VARG MX to the road-legal VARG EX & SM, our bikes have won world championships and are engineered to outperform anything with a combustion engine. We’re based in Sant Boi, Barcelona, growing fast (77% year-on-year), and building a team that will take us even further. If you want to work on a product that people are genuinely obsessed with, this is it. Stark will become the global market leader in premium motorcycles. Building premium motorcycles requires innovation and we need your help to make us succeed Our mission is to lead the way towards a sustainable motorcycle industry, by reducing plastic and CO2 pollution. This will be achieved by building sustainable products that are superior to traditional technology in terms of Performance, Emotion and Design.

The Role

The Documentation & Knowledge Base Specialist is responsible for the accuracy, structure, and completeness of the content and data that power the customer and dealer experience. This includes maintaining the SAM database that drives our AI support agent, producing technical documentation for dealers and customers, mapping processes for the Customer Experience team, and maintaining clean master data for parts. This role is central to the quality of every answer our AI agent gives: a well-structured, gap‑free, and current SAM database directly determines how well we serve customers and dealers. The position works closely with Engineering, Product, Parts, and Customer Experience teams to keep content and data accurate as new models launch and processes evolve.

What You’ll Do

SAM Database & AI Knowledge Management

• Own the day-to-day maintenance of the SAM database, the knowledge base powering our AI support agent, ensuring content is accurate, current, and well-structured.
• Continuously audit existing entries to identify gaps, outdated information, and conten opportunities that improve the quality and reliability of AI-generated answers.
• Define and maintain a clear content structure and taxonomy so information is easy to retrieve, update, and scale as new models and products launch.

Technical & Product Documentation

• Create and maintain technical documentation, guides, and reference materials for dealers and customers, covering installation, operation, maintenance, and troubleshooting.
• Ensure every new model release ships with complete, accurate, dealer‑and‑customer‑ready documentation, coordinating with Engineering and Product teams to close gaps ahead of launch.
• Standardize documentation formats and templates to ensure consistency across models, markets, and audiences.
• Review and update existing documentation on an ongoing basis to reflect product changes, firmware updates, and field feedback.

Customer Experience Process Mapping

• Map end-to-end processes for the Customer Experience team, documenting current workflows across service, sales operations, and support.
• Identify inefficiencies, redundancies, and bottlenecks in existing processes, and propose data-backed opportunities for optimization.
• Partner with Customer Experience leadership to translate process maps into clear, actionable improvement recommendations.
• Maintain up-to-date process documentation as workflows evolve, ensuring it remains a reliable reference for the team.

Parts Master Data Management

• Own and maintain a clean, accurate, and complete parts master data set, ensuring consistency across systems used by Parts, Aftersales, and e‑commerce.
• Establish and enforce data standards and governance practices for part numbers, descriptions, and attributes to prevent duplication and errors.
• Collaborate with Parts and IT teams to resolve data discrepancies and support system integrations that depend on reliable master data.

Cross‑Functional Collaboration

• Work closely with Customer Experience, Aftersales, Parts, Engineering, and Product teams to gather, validate, and structure content and data.
• Act as the go‑to resource for documentation, knowledge base, and master data questions across the organization.
• Support other teams' initiatives by ensuring the underlying content and data foundations are accurate and readily available.

Reporting and Continuous Improvement

• Track content quality metrics such as AI answer accuracy, knowledge base coverage, and documentation completeness by model.
• Analyze trends in content gaps and customer or dealer questions to prioritize documentation and database improvements.
• Recommend and implement process improvements to keep documentation, database, and master data management scalable as the company grows.

What you will bring to Stark

Required

• Experience in technical writing, documentation, knowledge management, or data management roles.
• Strong organizational and structuring skills, with the ability to manage large volumes of content and data with attention to detail.
• Understanding of content structuring, taxonomy, or knowledge base principles, ideally within an AI‑powered support context.
• Excellent written communication skills, with the ability to translate technical information into clear, accessible documentation.

Preferred

• Experience with knowledge base platforms, AI agent content management, or master data management (MDM) tools.
• Background in electric mobility, motorcycle, or automotive industries.

Why work with us?

• The chance to work on a product people are genuinely passionate about
• A fast‑growing company with real momentum
• A creative, international team based in Barcelona
• Competitive salary and benefits package
• Direct access to riders, race teams, and the product — this is not a remote‑from‑the‑product role
• Subsidized lunch in our in house restaurant
• Free access to our in‑house gym (including weekends!)
• 30 days of paid vacation

At Stark, we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community.

We are committed to creating an inclusive environment where everyone, regardless of gender identity, sexual orientation, race, religion, age, neurodiversity, or disability, feels a true sense of belonging. We believe that diverse teams make better decisions and that a culture of equity is a prerequisite for innovation.

Accessibility: If you require any reasonable adjustments during the application or interview process (such as assistive technology, extra time, or a specific format), please let us know at [e-mail]. We are here to support you.

We encourage applications from underrepresented groups and are excited to see how your unique perspective can help us grow

Stark Future is on a mission to revolutionize the motorcycle industry by leading the shift toward sustainability, drastically reducing CO₂ and plastic pollution.

Through cutting‑edge design and unmatched performance, we delivers emotionally powerful, timelessly beautiful premium electric motorcycles that surpass traditional technology.

Guided by a philosophy of innovation, quality, and user‑focused simplicity, Stark combines bold ambition with a relentless pursuit of excellence. Our brand’s iconic gold logo symbolizes its full-circle approach to sustainability and its uncompromising drive to be number one.