Senior Knowledge & Content Strategist (AI‑Driven Help)

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

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.