Senior Knowledge And Content Specialist

DEPOP; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Health + Mental Wellbeing PMI

Cycle to Work

Flexible Working

Dog-friendly offices

Life Insurance

Pension matching

Learning budget

Performance reviews

Job summary

Depop is seeking a Senior Knowledge and Content Specialist to own the knowledge powering our support and AI Agent. You will ensure Help Centre clarity, update guidance, and maintain style standards across UK/US content, working with product, policy, and ops teams.

You will champion AI‑enabled content creation, review AI outputs for quality, and drive monthly knowledge reviews to keep information accurate, up‑to‑date, and user‑friendly within Depop’s voice.

Qualifications

• Proven experience writing and editing content, including knowledge bases or help articles.
• Excellent writing, editing, and proofreading to simplify complex policies.
• AI‑literate and able to judiciously review AI outputs for quality.
• Understanding of customer support needs and self‑service content value.
• Experience owning a knowledge base end‑to‑end and keeping it accurate.
• Able to use data/feedback to measure content performance.
• Strong organisational skills to manage many updates and deadlines.
• Experience collaborating with product, operations, and technical stakeholders.

Responsibilities

• Own the Help Centre and AI Agent knowledge, ensuring clear structure and navigability.
• Write and edit Help Centre articles, AI guidance, macros, and style guides in Depop's voice.
• Set up systems for monthly content review cycles to keep content current.
• Prioritize knowledge backlog based on customer impact and reliability.
• Ensure content accuracy for UK and US communities with policy differences.
• Leverage AI tools to accelerate content creation and reviews while maintaining quality.
• Identify knowledge gaps from conversations and searches and drive improvements.
• Collaborate with product, policy, and operations on launches and updates.
• Maintain internal guidance for advisors in collaboration with Continuous Improvement.
• Partner with AI Support Leads to align knowledge with guidance across products.

Skills

Writing & editing

AI literacy

Knowledge base ownership

Customer support understanding

Data-driven decision making

Organizational skills

Cross-functional collaboration

Tools

Zendesk

HTML/CSS basics

Job description

Job description

We are looking for a Senior Knowledge and Content Specialist to own the knowledge that powers support at Depop. This covers our Help Centre, which buyers and sellers read to help themselves, and the content and guidance our AI Agent uses to answer their questions. You will make sure that knowledge is accurate, up to date, easy to understand, and sounds like Depop.

Knowledge is one of the biggest drivers of how well our AI Agent performs, and of how easily our community can find answers on their own. Thousands of buyers and sellers rely on it every week, so the content you write and maintain will directly shape their support experience. If the knowledge isn't right, the AI Agent's answers won't be either, which means your work will have a big impact on metrics such as resolution rate, customer satisfaction, and self-serve success. We are looking for a strong writer who is also AI-literate: someone who uses AI tools confidently to create, review, and improve content faster, without compromising on quality.

What You’ll Do

• Own the Help Centre and the knowledge the AI Agent draws on, keeping it well structured and easy to navigate, and making sure content works well both for customers reading it and for AI using it
• Write and edit clear, concise copy for Help Centre articles, AI Agent guidance, macros, and other support content in Depop's tone of voice, and create and maintain the style guide and content standards that keep it consistent
• Set up and run systems that keep knowledge up to date, including a regular review cycle so every article is checked at least once a month
• Prioritise the knowledge backlog, deciding what to fix first based on customer impact, and recommend improvements to how we manage knowledge
• Make sure content is accurate for both our UK and US communities, reflecting differences in policies, processes, and language
• Use AI tools to speed up content creation, reviews, and gap analysis, while keeping accuracy and quality high
• Find knowledge gaps and track how content performs, using conversations, Help Centre searches, article ratings, customer feedback, and contact trends, and use what you learn to improve it
• Work with product, policy, and operations teams so content is updated ahead of launches and changes, and make sure sensitive content is reviewed by the relevant teams before it goes live
• Support the upkeep of internal guidance for our advisors, working with the Continuous Improvement team so internal and customer‑facing knowledge stay aligned
• Partner with the AI Support Leads and Conversation Designers so that knowledge and guidance work together, and with the CX Content Designer where needed to keep content consistent across the product and support

About You

Essential Experience and Skills

• Proven experience writing and editing content, such as copywriting, help content, UX writing, or knowledge base management
• Excellent writing, editing, and proofreading skills, with the ability to turn complex policies and processes into simple, friendly copy
• AI‑literate, confident using AI tools day to day to work more efficiently, and able to judge when AI output needs fixing
• A good understanding of customer support and what customers need from self‑service content
• Experience owning a knowledge base or content area end to end, including the processes that keep it accurate and up to date
• Comfortable using data and feedback to measure how content is performing and decide what to improve
• Strong organisational skills, able to manage lots of updates and deadlines at once
• Experience working with cross‑functional teams, including product, operations, and technical stakeholders

Preferred Experience and Skills

• Experience with customer facing AI Agents, Zendesk, or similar help centre and knowledge base platforms
• Experience writing content for AI agents or chatbots, or optimising content for AI and search
• Experience working in a customer support team
• Experience creating visual content such as screenshots, GIFs, or short videos
• Basic understanding of HTML and CSS
• Background in e‑commerce, marketplace, or high‑growth businesses

Additional information

• Health + Mental Wellbeing PMI and cash plan healthcare access with Bupa
• Subsidised counselling and coaching with Self Space
• Cycle to Work scheme with options from Evans or the Green Commute Initiative
• Employee Assistance Programme (EAP) for 24/7 confidential support
• Mental Health First Aiders across the business for support and signposting
• Work/Life Balance: 25 days of annual leave with the option to carry over up to 5 days
• Impact hours: Up to 2 days of additional paid leave per year for volunteering
• Fully paid 4-week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.
• Flexible Working: MyMode hybrid‑working model with Flex, Office‑Based, and Remote options *role‑dependent
• All offices are dog‑friendly
• Family Life: For birth parent: 20 weeks of paid parental leave for full‑time regular employees
• For non‑birth parents: 12 weeks of paid parental leave for full‑time regular employees
• IVF leave, shared parental leave, and paid emergency parent/carer leave
• Learn + Grow: Twice‑yearly development chats and yearly performance reviews
• Learning budget
• Upskilling our employees with company‑wide training workshops, materials and resources
• Your Future: Life Insurance (financial compensation of 3x your salary)
• Pension matching up to 6% of full base salary with Aviva
• Depop Extras: In‑office Depop Shop (that’s free!) and a packing station with free delivery
• Special milestones are celebrated with gifts and rewards!