Knowledge Management Specialist

Checkout.com; Greater London; On-site; GBP 50,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Checkout.com is seeking a Knowledge Management Specialist to turn complex onboarding, fraud, disputes, and regulatory requirements into accessible knowledge assets for frontline and specialist teams. You will partner with Operations, Product, Compliance and Legal to reflect evolving guidance in clear documentation and workflows.

In this role, you’ll maintain taxonomy, track KM metrics and publish knowledge as product and risk changes come to life.

Qualifications

• Experience in knowledge management, content creation, learning and development or instructional design.
• Hands‑on experience with a knowledge platform (e.g. Confluence, Zendesk, Notion).
• Comfortable working with ambiguity and changing requirements, with experience working in a fast-paced, dynamic environment (high‑growth fintech a plus).
• Working knowledge of operations, including familiarity with operational processes, workflows and the day‑to‑day realities of the teams you’ll be supporting.
• Exceptional written and verbal communication skills, with an ability to simplify and accurately represent complex operational, risk, and regulatory processes.
• Detail‑oriented approach with excellent proofreading, editing, and content quality assurance skills.
• A proven track record of collaborating effectively with Subject Matter Experts and cross‑functional teams to gather high‑stakes information quickly.
• Strong organisational and time management skills, with the ability to manage competing content priorities across multiple workstreams.
• Working knowledge of KM metrics and reporting (content freshness, coverage, search success, deflection) and the ability to communicate progress clearly to stakeholders.

Responsibilities

• Translate onboarding, risk, disputes, and security processes into clear knowledge assets for frontline and specialist teams.
• Collaborate with Process Architects and Subject Matter Experts to capture, draft, and publish knowledge as new workflows go live.
• Act as the knowledge liaison between Operations, Product, Compliance, Legal, and Training teams.
• Track and analyse knowledge base performance and usage metrics to identify content gaps and opportunities for improvement.
• Maintain taxonomy and tagging standards to ensure content findability and effective AI/assistant integration.

Skills

Knowledge management

Content creation

Learning & development

Excellent writing

Stakeholder management

Regulatory understanding

Operational knowledge

Attention to detail

Cross-functional collaboration

Problem solving

Tools

Confluence

Zendesk

Notion

Job description

Company Description

We’re Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.

We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.

Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.

If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact.

With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started.

Knowledge has the power to shape how an organisation learns, adapts and succeeds. When people can easily find and trust the information they need, they make better decisions, move with confidence and create better experiences for our customers.

In this role, you’ll help build the connections, habits and resources that make knowledge easier to share and reuse. You’ll bring people and ideas together, make expertise more accessible and help teams learn from one another, reducing duplication while creating space for better ways of working.

As a Knowledge Management Specialist, you’ll work with subject-matter experts and teams across the organisation to turn fast evolving product, risk and regulatory requirements into clear, practical and easy-to-find guidance. Your work will help frontline and specialist teams act with clarity, consistency and confidence.

Key Responsibilities

• Translate complex onboarding, fraud, disputes, complaints, and account security processes into clear, user-friendly knowledge assets (articles, how-to video guides, process flows, FAQs) for frontline and specialist teams.

• Work closely with Process Architects and Subject Matter Experts to rapidly capture, draft, and publish knowledge as new workflows go live, keeping pace with a fast-moving launch roadmap.

• Act as the knowledge liaison between Operations, Product, Compliance, Legal, and Training teams, ensuring content reflects evolving regulatory requirements and product changes.

• Track and analyse knowledge base performance and usage metrics to identify content gaps and opportunities for improvement.

• Maintain taxonomy and tagging standards to ensure content findability and effective AI/assistant integration.

Relevant Experience

• Experience in knowledge management, content creation, learning and development or instructional design.

• Hands‑on experience with a knowledge platform (e.g. Confluence, Zendesk, Notion).

• Comfortable working with ambiguity and changing requirements, with experience working in a fast-paced, dynamic environment (high‑growth fintech a plus).

• Working knowledge of operations, including familiarity with operational processes, workflows and the day‑to‑day realities of the teams you’ll be supporting.

• Exceptional written and verbal communication skills, with an ability to simplify and accurately represent complex operational, risk, and regulatory processes.

• Detail‑oriented approach with excellent proofreading, editing, and content quality assurance skills.

• A proven track record of collaborating effectively with Subject Matter Experts and cross‑functional teams to gather high‑stakes information quickly.

• Strong organisational and time management skills, with the ability to manage competing content priorities across multiple workstreams.

• Working knowledge of KM metrics and reporting (content freshness, coverage, search success, deflection) and the ability to communicate progress clearly to stakeholders.

Nice‑to‑Have

• Experience supporting a new team or product launch, where knowledge and process are being built in parallel.

• Understanding of learning design, instructional writing or adult learning principles.

• Familiarity with workflow automation, AI-assisted content creation, emerging knowledge technologies, and AI-assisted search or chatbots for knowledge sharing.

• Experience working with crypto and blockchain products, with an understanding of their operational and regulatory considerations.

Additional Information

Bring all of you to work

We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.

It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.

Life at Checkout.com

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it’s like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

For a closer look at daily life at Checkout.com, follow us on LinkedIn and Instagram