Knowledge Base Specialist

Axi; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global brokerage in Kuala Lumpur is looking for a Knowledge Management Specialist to create and maintain Help Center content. Responsibilities include content writing, localization, and improving self-service capabilities. The ideal candidate should have 1–2 years in knowledge management, strong writing skills, and familiarity with platforms like Zendesk. This role offers competitive compensation and extensive learning opportunities including 21 annual leave days and health insurance.

Benefits

Competitive compensation

Extensive learning opportunities

21 annual leave days

Health insurance

Qualifications

• 1–2 years of experience in knowledge management or a similar role.
• Experienced with Knowledge Base platforms.
• Strong problem-solving and research skills.
• Excellent written and verbal communication skills in English.
• Detail-oriented and comfortable in a fast-paced environment.

Responsibilities

• Create and maintain accurate Help Center articles and SOPs.
• Ensure content is structured for AI interpretation.
• Localize content across languages and regions.
• Improve self-service capabilities for customers.
• Collaborate with various teams to ensure current workflows.

Skills

Content writing

Knowledge management

Research skills

Problem-solving

Communication skills in English

Tools

Zendesk

Salesforce

Job description

Who we are

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world‑class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end‑to‑end trading experience available, servicing traders of all levels from beginners to institutional‑level clients.

Responsibilities

• Content Creation & Maintenance: Create, update, and maintain clear, accurate, and compliant Help Center articles and SOPs aligned with product updates, operational processes, and customer needs.
• Content Structuring for AI: Ensure articles and SOPs are properly structured, tagged, and written so they can be accurately interpreted and surfaced by AI‑driven support tools.
• Localization & Regional Accuracy: Localize content across languages and regions, ensuring cultural, regulatory, and jurisdictional relevance.
• Promote Self‑Service: Continuously improve self‑service capabilities to reduce repetitive customer inquiries and unnecessary support escalations.
• Platform Optimization: Leverage knowledge management and AI‑support platform features and best practices to improve the discoverability, usability, and effectiveness of Help Center and knowledge content.
• Content Governance: Ensure all knowledge content follows company standards for tone, accuracy, formatting, and compliance.
• Cross‑Functional Collaboration: Work closely with Customer Support, Product, Compliance, Back Office, and other teams to ensure documentation reflects current workflows and addresses common customer issues.

Qualifications

• 1–2 years of experience in knowledge management, content writing, research, or a similar role.
• Experience with Knowledge Base/Help Center platforms (e.g., Zendesk, Salesforce).
• Strong problem‑solving and research skills; able to analyze and simplify information.
• Able to create content that supports customer self‑service and helps agents find answers quickly.
• Comfortable working with AI tools or willing to learn how AI uses knowledge content.
• Excellent written and verbal communication skills in English (additional language proficiency is an advantage).
• Detail‑oriented, structured thinker, and able to work under tight deadlines.
• Resourceful, collaborative, and comfortable working in a fast‑paced environment.
• Curious, proactive, and enjoys solving problems.

Benefits

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 21 annual leave days per year.
• Health Insurance.

Interview Journey

• Talent Acquisition Interview (45 minutes).
• Take home Assessment (1 day).
• Hiring Manager Interview (1 hour).

Legal & Compliance

We want to inform all prospective candidates that Axi’s designated Employer of Records (EOR) in Malaysia is TDCX. As part of our commitment to legal compliance, all Axi Malaysia employees will be officially working under TDCX Malaysia.

EEO Statement

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment‑related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.