Knowledge Management Contractor

Sapsol Technologies Inc; United States; Remote; USD 55,000 - 96,000; Full time

Job summary

Sapsol Technologies Inc. is seeking a Knowledge Management Specialist for a 3-month remote contract to structure, create, and optimize our customer support knowledge ecosystem. You will write and organize customer-facing FAQs, SOPs, macros, and workflow documentation to ensure seamless operations.

A key focus is optimizing content for AI-powered knowledge access tools and search retrieval. The ideal candidate will combine strong customer service writing with experience in structuring

Qualifications

• 2+ years of experience in knowledge management, technical writing, or customer support content
• Ability to translate complex workflows into clear SOPs and help-center content
• Experience with AI-enabled knowledge bases, semantic search, and content tagging
• Familiarity with modern knowledge management systems (KMS) and Helpdesk software

Responsibilities

• Draft, edit, and audit customer-facing FAQs and Help Center articles
• Develop SOPs, macros, and workflow documentation for support agents
• Format and structure knowledge documents for AI tools and semantic retrieval
• Collaborate with Support Leads, SMEs, and Product teams to capture updates and gaps
• Monitor content effectiveness and adoption to drive continuous improvement

Skills

Knowledge Management

Technical Writing

SOP Development

AI Knowledge Bases

Semantic Search

Tools

Zendesk

Notion

Confluence

Salesforce Service Cloud

Guru

Document360

Job description

We are seeking a detail-oriented Knowledge Management Specialist for a 3-month remote contract to structure, create, and optimize our customer support knowledge ecosystem. This role will focus on writing and organizing customer-facing FAQs, internal Standard Operating Procedures (SOPs), macros, and workflow documentation to ensure seamless operations.

A key focus of this position is optimizing content for AI-powered knowledge access tools and search retrieval. The ideal candidate will combine strong customer service writing skills with experience in structuring documentation so human agents, clients, and AI systems can quickly retrieve accurate, up-to-date information.

Content Creation & SOP Writing:

• Draft, edit, and audit customer-facing FAQs, Help Center articles, and resolution guides for clarity and accuracy.
• Develop comprehensive Standard Operating Procedures (SOPs), macros, and step-by-step workflow documentation for customer support agents.
• Standardize tone, formatting, and naming conventions across all knowledge bases to align with company and brand guidelines.

AI Integration & Knowledge Structuring:

• Format, tag, and structure knowledge documents to optimize searchability for AI tools, LLMs, and semantic search engine retrieval.
• Collaborate with support operations to test and refine AI knowledge access tools, ensuring support agents can quickly generate accurate responses.
• Implement structured metadata, clear hierarchies, and prompt-friendly content layouts across all repositories.

Collaboration & Continuous Improvement:

• Partner with Support Leads, Subject Matter Experts (SMEs), and Product teams to capture operational processes and technical updates.
• Establish continuous feedback loops with agents to identify missing SOPs, outdated procedures, and knowledge gaps.
• Monitor knowledge adoption, search success rates, and content effectiveness.

Required Skills -Java, Kotlin, Elixir, Erlang, Ruby, JavaScript, Next.js, or another programming language; ready to work on JVM services (Java, Kotlin) when assignments require it.

Java, Kotlin, Elixir, Erlang, Ruby, JavaScript, Next.js, or another programming language; ready to work on JVM services (Java, Kotlin) when assignments require it.

What You Bring To The Role

Minimum Requirements:

• Customer Service Writing: 2+ years of experience in technical writing, content creation, or knowledge management specifically for a Customer Support / Customer Experience (CX) organization.
• Communication: Exceptional written and verbal communication skills with a strong eye for formatting and grammar.
• SOP Development: Proven track record of translating complex customer service workflows into simple, actionable agent SOPs.
• Knowledge Management Platform Experience: Familiarity with modern Knowledge Management Systems (KMS) and Helpdesk software (e.g., Zendesk, Gladly, Salesforce Service Cloud, Notion, Confluence, Guru, Document360).
• Semantic and AI Search Experience: Hands-on experience with AI-powered knowledge bases, generative AI tools, and semantic search platforms for knowledge retrieval.