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Knowledge Author

Knowledge Author

As Knowledge Author (Service Content) you develop high quality articles/content for use within our knowledge base by Customer Care teams and customers, in line with the overall knowledge management strategy and guidelines.

This includes developing, auditing, and maintaining content such as knowledge articles, How To guides, FAQs and informational articles.

You work closely with peers and stakeholders in the company like Product, UX, Brand and Marketing to deliver clear and concise content to users in the customer care frontline, and to customers in their support journey.

Your content will be translated into multiple languages by and with help of  knowledge champions in the country Customer Care organisations. You need to be an excellent communicator and collaborator, always considering the end-to-end user and customer experience.

Main Responsibilities:
  • Create and update existing customer facing knowledge content in a clear and concise way, across various channels

  • Validate your content with local champions to translate your content to the local audiences (frontline staff and customers)

  • Validate and update existing Customer Services process documents and process maps

  • Transform existing process documentation into readable and easy to use instructions for CC and customers

  • Use qualitative and quantitative data, as well as key business metrics, to measure the impact of your work and transform those insights into new designs and content

  • Collaborate with other Knowledge Authors and Knowledge Champions to ensure messaging is aligned across all touchpoints, in line with our standards and guidelines

  • Develop, audit, and maintain high quality content for CC teams in a way that can also be utilised by customers through self-service

  • Work alongside product owners, UX specialists, analists, Customer Care expers and many others to develop and implement our service strategies through your writing

Qualifications & Skills:
  • At least 1 year hands-on writing experience in a service environment, e-commerce, UX, or similar capacity

  • Fluent English

  • Excellent writing and creative problem solving skills

  • You excel at creating intuitive, futureproof and scalable content

  • You are tech savvy and have a good understanding of how to derive data/insights from quantative and qualitative research

  • You bring a can-do attitude and work well in a (remote) team

  • You love feedback, responding with creative thinking and value-adding iterations

  • You like working with people of diverse backgrounds, cultures and areas of expertise

  • You are great at managing multiple projects and stakeholders

  • Self-starting team player

  • Pro-active working style

  • Detailed oriented

  • Customer first mentality

  • Getting-things-done focus, excellent at balancing short term result with long-term objectives

  • Sharing the costs of sports activities

  • Sharing the costs of foreign language classes and professional training

  • Private medical care

  • Life insurance

  • Holiday funds

  • Christmas gifts

What we offer:
  • Flexible working time (we start between 7-9 and work 8 hours respectively)

  • Hybrid work (3 days office, 2 days remote)

Reasons to join LYRECO:
  • A full- time job in a dynamic, passionate, international team

  • Modern office in Olivia Business

  • You will work in hybrid work model in Gdansk, Poland

If the above job description interests you and you think you are a good fit, apply now!  We look forward to receiving your application.