Remote Knowledge Management Specialist - 3-Month Contract

Lancesoft; Los Angeles (CA); Remote; USD 55,000 - 58,000; Full time

Job summary

Lancesoft is seeking a Knowledge Management Contractor to design, organize, and optimize our knowledge ecosystem. You will create and maintain customer-facing and internal support documentation, including FAQs and SOPs, and prepare content for AI-enabled search and semantic retrieval.

The role emphasizes collaboration with Support Operations, Product, Training, and SMEs, ensuring consistency and governance across all knowledge bases and tools.

Qualifications

• 2+ years of knowledge management, technical writing, or CX experience.
• Experience developing SOPs, workflows, and customer support content.
• Strong written communication with excellent grammar and formatting.

Responsibilities

• Create, edit, and maintain customer-facing FAQs, Help Center articles, and support documentation.
• Develop SOPs, process documentation, macros, and workflow guides for customer support teams.
• Audit content for consistency, accuracy, and standardization.
• Ensure consistent tone, taxonomy, and naming across knowledge repositories.

Skills

Knowledge Management

Technical Writing

Content Management

Customer Experience (CX)

Customer Support Operations

Tools

Zendesk

Gladly

Salesforce Service Cloud

Confluence

Notion

Guru

Document360

Job description

Lancesoft is seeking a Knowledge Management Contractor to design, organize, and optimize our knowledge ecosystem. You will create and maintain customer-facing and internal support documentation, including FAQs and SOPs, and prepare content for AI-enabled search and semantic retrieval.

The role emphasizes collaboration with Support Operations, Product, Training, and SMEs, ensuring consistency and governance across all knowledge bases and tools.