About The Team
We are seeking a detail-oriented and customer-focused Knowledge Base and Help Center Content Management to ensure the accuracy, clarity, and effectiveness of our Knowledge Base and Help Center content. This role will be responsible for maintaining high editorial standards, aligning articles with internal policies and UX guidelines, and continuously improving the self-help experience for customers.
Job Description
Content Quality Review and Optimization:
- Config, audit and review Knowledge Base and Help Center articles to ensure accuracy, consistency, and compliance with internal policy and style guidelines.
- Identify outdated, redundant, or unclear content; propose and implement improvements to enhance readability and customer experience.
Process Analysis And Evaluation
- Establish and monitor Agent/ User communication process frameworks, including regular checklists, and review cycles.
- Monitor Agent and Customer feedback, search queries, and article performance metrics to identify content gaps and areas for improvement.
- Provide guidance to article contributors on best practices in knowledge writing and content maintenance.
Requirements
- Experience in content structuring, technical writing, or knowledge management, preferably in e-commerce or tech platforms. Familiarity with knowledge base tools, Help Center platforms and understanding of UI/UX principles
- Strong communication and writing skills, with the ability to deliver information clearly and effectively. Fluency in English and Vietnamese is essential.
- Analytical mindset with experience using metrics (e.g., article views, resolution rates, CSAT) to drive improvements.
- Strong collaboration across cross-functional teams.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Bonus Points
- Experience in e-commerce or retail industries.
- Background in customer support or product operations
Other Information
- Working time: 9am - 6pm, Mon - Fri (but sometime need to shiftwork base on job require)
