Knowledge Curator

🕒 6 days ago

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• Review and maintain knowledge assets to ensure documentation accurately reflects current products, services, policies, processes, and operational procedures. • Coordinate with subject matter experts and business stakeholders to validate, update, approve, and publish knowledge content in a timely manner. • Manage the lifecycle of knowledge assets, including content reviews, revisions, archival activities, and publication schedules. • Identify, document, prioritize, and resolve knowledge gaps identified through operational feedback, quality reviews, exception trends, customer interactions, and business changes. • Organize, structure, categorize, and tag knowledge content to improve searchability, accessibility, and information retrieval across knowledge management platforms. • Review and integrate new or revised documentation while ensuring consistency, accuracy, and adherence to documentation standards. • Conduct periodic audits of knowledge repositories to verify content quality, relevance, completeness, and organizational consistency. • Monitor changes to products, services, systems, policies, and business processes to ensure knowledge assets remain current and aligned with operational requirements. • Maintain documentation standards, governance practices, version control, and knowledge management processes that support organizational consistency and compliance. • Develop reports and metrics related to knowledge quality, content health, documentation currency, and knowledge management activities. • Collaborate with Operations, Quality, Training, Product, Technology, and other cross-functional teams to support continuous improvement initiatives and operational readiness. • Identify opportunities to improve knowledge management processes, content organization, documentation standards, and overall knowledge effectiveness. • Adhere to company policies and procedures. • Meet or exceed performance targets for related KPIs. • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. • Collaborate with other departments as needed. • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times. • Perform other duties as assigned.

🎯 Requirements

• Minimum of two (2) years of experience in knowledge management, technical writing, documentation, training content development, content management, or a related field. • Experience maintaining knowledge bases, documentation repositories, standard operating procedures, help center content, or other operational knowledge assets. • Experience coordinating with cross-functional stakeholders to review, validate, and maintain documentation accuracy and completeness. • Knowledge of information architecture, content organization, taxonomy, tagging, and documentation best practices. • Experience identifying documentation gaps and translating operational feedback into knowledge improvements. • Experience utilizing knowledge management platforms, content management systems, documentation tools, or similar technologies is preferred. • Strong written and verbal communication skills with exceptional attention to detail, editing, and documentation quality. • Strong organizational and time management skills with the ability to manage multiple priorities and recurring review cycles. • Strong analytical and problem-solving skills with the ability to evaluate documentation quality, identify trends, and recommend improvements. • Ability to work independently and collaboratively in a fast-paced environment while managing ongoing documentation initiatives. • Commitment to documentation excellence, operational accuracy, continuous improvement, and knowledge integrity.

🏖️ Benefits

• Competitive compensation package with standard allowances • Retirement Savings Program with Company Matching to help support your long-term financial goals • Life insurance coverage • HMO coverage starting on Day 1 • Free dependent coverage, with one (1) dependent covered upon regularization and a second dependent added after one year of service • Paid time off plus birthday leave so you can rest, recharge, and celebrate your special day • Opportunities for skills training and personal and professional development to support your continued growth • Company-provided IT equipment