Community Support Lead Knowledge Strategist: 25-06485

Akraya, Inc.; New York (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading tech firm is seeking a Community Support Lead Knowledge Strategist to lead the maintenance of knowledge platforms, ensuring efficient information flow within the team. The role involves translating complex content, enhancing accessibility, and overseeing content quality. Ideal candidates have strong writing and project management skills and experience in customer service operations. This is a remote position with a pay range of $55-$60 per hour on W2.

Qualifications

• Exceptional writing, editing, and proofreading skills.
• Strong project management and organizational abilities.
• Significant experience in content strategy and knowledge management systems.

Responsibilities

• Translate complex information into clear content.
• Manage and enhance content on various platforms.
• Lead initiatives for content accessibility and quality.
• Oversee team performance regarding content KPIs.
• Collaborate with teams to develop content and knowledge services.

Skills

Content Strategy

SEO

Project Management

KM Systems

Editing

Tools

Drupal

Confluence

Job description

Community Support Lead Knowledge Strategist: 25-06485

Primary Skills: Content Strategy - Expert, SEO - Advanced, Project Management - Expert, KM Systems - Professional, Editing - Expert. Contract Type: W2. Duration: 7+ Months with possible extension. Location: Remote. Pay Range: $55 - $60 Per Hour on W2.

Job Summary:
In this role, you will spearhead the maintenance and development of knowledge platforms and ensure seamless information flow within our Community Support team. You will lead large-scale projects to ensure that our CS ambassadors have access to up-to-date and easily accessible information. Collaborating with cross-functional teams, you will be crucial in defining, documenting, and delivering agent-facing content in alignment with our brand’s voice.

Responsibilities:

• Translate complex information into clear, brand-aligned content for internal knowledge bases.
• Manage and enhance content across various platforms, ensuring high-quality information is accessible.
• Lead initiatives to improve content accessibility and quality, meeting strict timelines and standards.
• Oversee team performance regarding content KPIs, identifying and pursuing improvement opportunities.
• Collaborate with program & product managers and engineering teams to develop and enhance content and knowledge services.

Must-Have Skills:

• Exceptional writing, editing, and proofreading skills.
• Strong project management and organizational abilities.
• Significant experience in content strategy and knowledge management systems (e.g., Drupal, Confluence).

Industry Experience:

• Experience in customer service or contact center operations is crucial.
• Proven track record in a multicultural, multilingual, and global organization context.

Akraya is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to providing a work environment that is free from discrimination and harassment.