Senior Knowledge & Content Lead - Help Center & AI

Depop Limited - Nova; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Healthcare (PMI) and cash plan

Cycle to Work scheme

Employee Assistance Programme

Life Insurance

Pension matching

Flexible Working

Dog-friendly offices

Job summary

Depop is seeking a Senior Knowledge and Content Specialist to own the knowledge that powers support, including the Help Centre and AI Agent guidance. You will ensure accuracy, clarity, andDepop’s tone across UK/US content, while using AI tools to accelerate updates and maintain quality.

You will collaborate with product, policy, and operations teams to launch updates and improve self-serve experiences, with continuous improvement in mind.

Qualifications

• 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.

Responsibilities

• 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

Skills

Proven experience writing and editing

Excellent writing/editing/proofreading

AI-literate

Customer support understanding

KB/content ownership

Data-driven content performance

Organisational skills

Cross-functional collaboration

Tools

Zendesk

HTML & CSS basics

AI content tools

Job description

Depop is seeking a Senior Knowledge and Content Specialist to own the knowledge that powers support, including the Help Centre and AI Agent guidance. You will ensure accuracy, clarity, andDepop’s tone across UK/US content, while using AI tools to accelerate updates and maintain quality.

You will collaborate with product, policy, and operations teams to launch updates and improve self-serve experiences, with continuous improvement in mind.