Knowledge Architect & Content Strategy Lead

Cypress HCM; New York (NY); On-site; USD 85,000 - 95,000; Full time

Job summary

Cypress HCM is seeking a Lead Knowledge Strategist to maintain and optimize knowledge platforms, communications, and content flows for CS ambassadors in a global, fast-paced setting.

You will lead cross-functional teams to deliver accurate, accessible content across knowledge bases, standard responses, and scripts, while driving KPIs and collaborating with product, engineering, and analytics teams.

Qualifications

• Excellent writing, editing, and proofreading skills.
• 7+ years in technical and instructional content writing/strategy.
• Experience with content style standards and information taxonomies.
• Familiar with CMS systems (Drupal, Confluence, ContentStack, Contentful) and CMS administration.
• Strong knowledge of customer service and contact center operations for support audiences.
• Experience in multicultural, multilingual, global teams.
• Strong project management and ability to juggle multiple projects.
• Certifications in KCS, UX, SEO or related areas.

Responsibilities

• Translate information into clear, easy-to-understand content across internal knowledge bases.
• Create and maintain internal solution articles, standard responses, and call scripts.
• Lead complex content and KM initiatives with cross-functional writers to meet timelines.
• Own content KPIs and communicate progress and improvement opportunities.
• Collaborate with program/product managers and engineering to deliver new content and knowledge services.
• Measure content effectiveness and drive improvements (SEO, workflow usage).
• Influence tone/voice standards consistent with CKMPO guidelines.
• Optimize CKMPO processes, standards, training, and tooling.

Skills

Excellent writing

Editing

Proofreading

Content strategy

Project management

Multicultural teamwork

SEO awareness

Content governance

Education

Content/Knowledge Management certifications (KCS, UX, SEO)

Tools

Drupal

Confluence

ContentStack

Contentful

Job description

Cypress HCM is seeking a Lead Knowledge Strategist to maintain and optimize knowledge platforms, communications, and content flows for CS ambassadors in a global, fast-paced setting.

You will lead cross-functional teams to deliver accurate, accessible content across knowledge bases, standard responses, and scripts, while driving KPIs and collaborating with product, engineering, and analytics teams.