Knowledge Management Specialist

Embed; Quezon City; On-site; PHP 420,000 - 780,000; Full time

Job summary

Embed is seeking a Knowledge Management Specialist to craft and refine customer-facing content, turning complex troubleshooting into clear articles and release notes. You’ll work with Support, Documentation, and other teams to apply KCS principles and ensure reuse of problem-solving knowledge.

You will help shape the Help Centre structure, assist AI-assisted discovery, and prioritize content based on customer impact, with a global team coordinating across time zones.

Qualifications

• Experience creating technical support documentation and release notes.
• At least nine months of experience with Embed products and environments.
• Strong technical writing, editing, and proofreading skills for customer content.

Responsibilities

• Establish and maintain efficient processes for creating, reviewing, and publishing Knowledge Base content.
• Identify content opportunities from support tickets and AI-assisted insights.
• Write, edit, and publish articles using KCS practices and standards.
• Coordinate preparation, review, and publication of customer-facing Release Notes.
• Improve Help Centre structure and navigate information for customers and agents.
• Support AI-assisted discovery, recommendations, and publishing.
• Collaborate with Documentation and CRM teams to align content ownership.
• Monitor KB performance and identify gaps using ticket trends and feedback.
• Recommend content priorities and report progress against goals.

Skills

Technical Writing

Knowledge Management

Zendesk Help Center

Content Strategy

Customer Support

Tools

Zendesk

Job description

Fueling the business of fun.

Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.

About the Role

The Knowledge Management Specialist develops and continuously improves customer-facing content that helps customers and Support teams find accurate, practical solutions quickly.

The role turns recurring customer issues, proven troubleshooting steps, product changes, and subject matter expertise into clear Zendesk Help Centre articles and Release Notes.

Working across Support, Documentation, and other teams, the specialist applies Knowledge-Centered Support (“KCS”) principles so knowledge created during problem-solving becomes reusable organizational content.

Key Responsibilities

Knowledge Base Content Development

• Establish and maintain efficient processes for creating, reviewing, and publishing Knowledge Base content.
• Identify content opportunities from Support tickets, escalations, resolved tickets, recurring knowledge gaps, and ZenDesk’s native AI, Copilot.
• Write, edit, and publish content using approved KCS practices, templates, and documentation standards.
• Coordinate the preparation, review, and publication of customer-facing Release Notes.

Knowledge Base Strategy and Governance

• Improve Help Centre structure, navigation, and content relationships so information is easy for customers and Support agents to find and use.
• Support AI-assisted knowledge discovery, article recommendations, and publishing.
• Prioritize content with Support leadership based on customer impact, demand, and business need.

Cross-Functional Collaboration

• Work collaboratively with Documentation to establish clear definitions and ownership of varying document types.
• Partner with the CRM Administrator to evaluate and launch valuable Zendesk and Help Centre functionality.
• Establish scalable processes for collecting and acting on Support feedback about missing, unclear, or ineffective content.

Measurement and Continuous Improvement

• Monitor Knowledge Base performance using Zendesk reporting, ticket trends, article feedback, and search behavior.
• Analyze recurring Support topics to identify content gaps and improvement opportunities.
• Recommend content priorities based on customer impact, Support demand, and knowledge gaps.
• Report progress against the Knowledge Base strategy and agreed success measures.
• Use performance insights to improve content, standards, and publishing practices.

Required Skills and Experience

• Experience creating technical support documentation, Knowledge Base articles, or customer-facing Release Notes.
• At least nine months of experience with Embed products and a practical understanding of its software, hardware, and customer environments.
• Knowledge of KCS principles and familiarity with Zendesk Help Centre content, structure, and navigation.
• Strong technical writing, editing, and proofreading skills, with the ability to turn complex troubleshooting information into clear, customer-friendly content.
• Analytical mindset and ability to use ticket trends, usage data, search behavior, and customer feedback to identify gaps and evaluate content effectiveness.
• Strong attention to detail, technical accuracy, and sound judgment about customer-facing versus internal information.
• Ability to work independently, manage competing priorities, and collaborate with global subject matter experts through review and publication.
• Understanding information architecture, taxonomy, metadata, search optimization, and content lifecycle management.
• Experience with AI-assisted knowledge management or content-generation tools.

Special Requirements

Some morning and evening calls are expected to coordinate activities with others in different time zones.