Remote-Ready Knowledge & Process Lead (Customer Care)

Financial Times; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Flexible working

Health coverage

Company match

Family leave

Job summary

The Senior Process & Knowledge Specialist at Financial Times drives strategic development, governance, and continuous improvement of Customer Care processes and knowledge management. You will shape the knowledge base, workflows, and guidance to be structured, scalable, and aligned with AI-assisted support experiences across agents and self-service channels.

Working collaboratively with Customer Care and other business units, you will enhance efficiency, agent and customer experience, and

Qualifications

• Proven background in knowledge management, process improvement, or similar roles within Customer Care or Contact Centre environments.
• Experience designing and optimizing workflows, policies, maps, and agent guidance.

Responsibilities

• Define, govern, and continuously improve the structure and usability of the Customer Care knowledge base.
• Design and optimize operational workflows, policies, and decision tools.
• Ensure knowledge content and guidance balance usability, compliance, and efficiency.
• Oversee standards for knowledge content and AI-assisted support alignment.
• Collaborate with stakeholders to gather requirements and drive continuous improvements.

Skills

Knowledge management

Process improvement

Operational excellence

Business process analysis

AI-assisted support

Customer Care

Tools

Salesforce Knowledge

Job description

The Senior Process & Knowledge Specialist at Financial Times drives strategic development, governance, and continuous improvement of Customer Care processes and knowledge management. You will shape the knowledge base, workflows, and guidance to be structured, scalable, and aligned with AI-assisted support experiences across agents and self-service channels.

Working collaboratively with Customer Care and other business units, you will enhance efficiency, agent and customer experience, and