Knowledge Curator

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 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