Knowledge Author

TN France; Valenciennes; Hybride; EUR 35 000 - 55 000; Plein temps

Résumé du poste

Join a forward-thinking company as a Knowledge Author, where you'll develop high-quality content for customer care teams and customers. This role emphasizes collaboration with various departments to enhance the customer experience through clear and concise knowledge articles, FAQs, and How-To guides. You'll be part of a dynamic, international team, benefiting from a hybrid work model that promotes flexibility. If you're passionate about writing and eager to make a difference in customer support, this opportunity is perfect for you.

Prestations

Dynamic International Team

Modern Office

Hybrid Work Model

Qualifications

• 1+ years of writing experience in a service environment or e-commerce.
• Strong project and stakeholder management skills are essential.

Responsabilités

• Create and update customer-facing knowledge content across various channels.
• Collaborate with teams to ensure messaging consistency and clarity.

Connaissances

Writing Experience

Creative Problem-Solving

Content Creation

Data Analysis

Project Management

Stakeholder Management

Detail Orientation

Description du poste

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Job Title: Knowledge Author (Service Content)

As a Knowledge Author, you develop high-quality articles and content for our knowledge base, supporting Customer Care teams and customers in line with our knowledge management strategy and guidelines.

Your responsibilities include developing, auditing, and maintaining content such as knowledge articles, How-To guides, FAQs, and informational articles.

You will collaborate closely with peers and stakeholders across departments like Product, UX, Brand, and Marketing to deliver clear and concise content that enhances the customer care experience and supports the customer support journey.

Your content will be translated into multiple languages with the help of knowledge champions within the country Customer Care organizations. You must be an excellent communicator and collaborator, always mindful of the end-to-end user and customer experience.

Main Responsibilities:

1. Create and update customer-facing knowledge content across various channels, ensuring clarity and conciseness.
2. Validate your content with local champions to ensure effective translation and relevance for local audiences (frontline staff and customers).
3. Review and update existing Customer Service process documents and process maps.
4. Transform process documentation into easy-to-understand instructions for Customer Care teams and customers.
5. Utilize qualitative and quantitative data, along with key business metrics, to measure content impact and inform improvements.
6. Collaborate with Knowledge Authors and Knowledge Champions to ensure messaging consistency across all touchpoints, adhering to standards and guidelines.
7. Develop, audit, and maintain high-quality content for Customer Care teams that can also be used by customers through self-service options.
8. Work alongside product owners, UX specialists, analysts, Customer Care experts, and others to support service strategy development through your writing.

Qualifications & Skills:

• At least 1 year of hands-on writing experience in a service environment, e-commerce, UX, or similar.
• Excellent writing and creative problem-solving skills.
• Ability to create intuitive, future-proof, and scalable content.
• Tech-savvy with a good understanding of deriving insights from data and research.
• Positive attitude and ability to work well in a (remote) team.
• Open to feedback, with a creative approach to iterations and improvements.
• Enjoy working with diverse backgrounds, cultures, and expertise areas.
• Strong project and stakeholder management skills.
• Self-motivated team player.
• Detail-oriented with a focus on execution and balancing short-term results with long-term goals.

Reasons to Join LYRECO:

• Full-time position in a dynamic, passionate, international team.
• Modern office located in Olivia Business Park.
• Hybrid work model based in Marly, Valenciennes.

If you are interested in this role and believe you are a good fit, please apply now! We look forward to receiving your application.