Knowledge Base Analyst II

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Grupo Boticário

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2010

💄 Beauty

🛒 Retail

🧘 Wellness

Beauty • Retail • Wellness

Grupo Boticário is a leading Brazilian beauty company founded in 1977 that emphasizes innovation in beauty solutions while promoting love and inclusivity. The company offers a diverse portfolio of beauty products, including skincare, makeup, and wellness items, while also championing entrepreneurship and social impact through its foundation and various initiatives. Grupo Boticário is recognized for its commitment to sustainability, accessibility, and high-quality products, making it one of the largest beauty platforms in Latin America.

📋 Description

• Lead AI initiatives applied to the Knowledge Base; • Drive the evolution of the Autonomous Agent and the Copilot, ensuring the quality of the content used; • Directly create, review, and optimize articles; • Work on unifying knowledge bases to avoid fragmented/separate repositories; • Collaborate with Technology to advance AI solutions for the internal team (e.g., using generative AI to create articles, automating manual processes, etc.); • Establish criteria to ensure new Knowledge Base content is AI-ready; • Manage projects, overseeing the delivery roadmap and hypercare; • Operate in the technical domain, monitoring and reporting the impact of business areas on articles (identifying process deviations, breaches of business rules, and validation/update bottlenecks).

🎯 Requirements

• Bachelor's degree (completed); • Proficiency with Google tools (Drive, Docs, Sheets, Slides); • Ability to create clear, concise materials and presentations; • Excellent writing skills; • Analytical ability: capacity to read self-service data (e.g., retention rate, transfer/escalation rate, search efficiency) to apply content improvements focused on resolution; • Critical thinking and innovation: a proactive mindset to continually propose new ways to automate the team’s manual work; • Systemic thinking: ability to see and demonstrate how incorrect information in an article impacts the entire customer chain/journey; • Ease in maintaining ongoing dialogue with business areas/stakeholders; • Experience leading multidisciplinary projects; • Preferred: knowledge of Salesforce Knowledge and its integrations with AI engines; • Preferred: experience managing roadmaps, prioritizing demands, and managing stakeholders; • Preferred: experience with AI applied to Customer Experience — experience in generative AI projects, chatbots, or self-service agents; • Preferred: knowledge of knowledge modeling for AI — practical understanding of how to structure texts, taxonomies, and categorization trees so AI systems can consume information in an optimized way (content curation concepts for AI).

🏖️ Benefits

• Here, your Health is a priority • . Medical and dental plans • . Medication assistance • . Health allowance for family members • . Free psychotherapy sessions • . Telemedicine and second medical opinion • . Free flu vaccine • . Health care programs • For your Meals • . Meal voucher or local restaurant card (depending on work model) • . Food allowance • . Christmas food voucher • Ensuring well-being and quality of life in every aspect • . Gym and fitness studio memberships • . Home office allowance (hybrid and remote work models) • . Pet health plan • . Birthday day off • . Up to 40% discount on our products • . Employee association (partnerships and discounts, multi-brand store, TotalPass gym memberships, courses, and more!) • . Travel and accommodation program • For your Family, our most precious asset • . Childcare assistance • . Child nutrition credit • . Nanny allowance • . School supplies assistance • . Legal, psychological, and social counseling • . Support for parents in atypical situations • . Extended parental leave (180 days for mothers and 120 days for fathers) • Mobility for your on-site work • . Transportation voucher and parking (hybrid and on-site models) • Financial security for protection and peace of mind • . Life insurance • . Bereavement support for the loss of parents • . Private pension plan • . Payroll-deductible loans