Knowledge Management Senior Specialist at Remote

As a Knowledge Management Specialist within the Customer Experience (CX) Operations team, you will take ownership of maintaining and evolving critical areas of the Remote knowledge base. You will play a pivotal role in improving the accuracy, accessibility, and strategic value of knowledge content that enables Remote’s teams to deliver exceptional support and compliant guidance at scale. While contributing to operational excellence today, you’ll also help shape the future of our knowledge systems by identifying opportunities for improvement, driving updates in collaboration with subject matter experts, and leveraging data to maximise impact.

You’ll work closely with product, legal, compliance, and customer-facing teams to ensure Remote’s knowledge remains a reliable, scalable source of truth across a globally distributed workforce.

What you bring

• Experience: Strong operational background with experience in knowledge management, content strategy, or technical writing. Proven ability to manage structured content in a fast-paced environment.
• Initiative & Impact: Demonstrated ability to proactively identify automation opportunities, drive process improvements, and lead projects that align operations with product roadmaps and company values.
• Systems Knowledge: Familiarity with content management systems, AI-enabled knowledge tools, and CRM platforms.
• Collaboration Skills: Strong cross-functional collaboration experience, particularly working with Legal, Product, Ops, or Customer Support teams.
• Content Quality & Maintenance: Ability to ensure knowledge assets are well-written, up-to-date, and aligned with business and regulatory needs.
• Analytical Thinking: Comfort using data and metrics to evaluate knowledge effectiveness and identify content gaps.
• Initiative & Autonomy: Demonstrated ability to independently own domains and drive initiatives from planning to execution with minimal oversight.
• Adaptability: Thrive in dynamic, fast-changing environments where priorities shift regularly.
• Communication: Excellent verbal and written communication in English; ability to simplify complex ideas for broad audiences.
• It's not required to have experience working remotely, but considered a plus

Key Responsibilities

• Knowledge Ownership: Manage and maintain assigned knowledge domains, including product guides, process documentation, and compliance-focused content.
• Content Creation & Maintenance: Create, revise, and optimise knowledge articles to ensure clarity, accuracy, and accessibility for global users.
• SSoT Alignment: Ensure documentation is treated and maintained as a Single Source of Truth (SSoT), reducing reliance on tribal knowledge or outdated material.
• Stakeholder Collaboration: Partner with Product, Legal, Ops, and Support teams to reflect feature changes, policy updates, and operational needs within the knowledge base.
• Data-Informed Improvements: Use analytics to monitor article performance, identify gaps, and optimise for usability and deflection.
• Content Processes: Help evolve templates, workflows, and SOPs to scale knowledge management practices across teams.
• Knowledge Integrity: Proactively monitor legal and product change logs and contribute to update cycles that keep content current and compliant.
• Project Contributions: Participate in mid-scale projects related to new product launches, regional expansions, or compliance updates.
• Mentorship & Support: Provide guidance to junior team members and act as a connector between content creators and consumers across the organisation.