Knowledge Specialist III, Customer Operations

Role Overview

The Knowledge Specialist III, Customer Operations will own knowledge from intake through publication, validation, maintenance, and retirement. They will partner with Customer Operations subject matter experts, frontline specialists, Quality, Training, Product, and Operations leaders to turn policies, product updates, process changes, and frontline feedback into practical guidance that works in real customer and operational scenarios.

What You Will Do

The role will involve creating, editing, organizing, publishing, and retiring internal guides, standard operating procedures, decision trees, job aids, troubleshooting guides, team macros, and other knowledge resources for Customer Operations. The specialist will also maintain logical content architecture, naming, metadata, ownership, and findability so users can locate and apply the right guidance quickly.

Why It Might Be a Fit

The ideal candidate will have 2+ years of experience in knowledge management, content operations, technical or process writing, customer operations, support enablement, or a closely related field. They will have a practical quality mindset, strong written communication and editing skills, and the ability to test whether guidance works, identify edge cases and risk, and revise content based on evidence rather than preference.

Requirements

• 2+ years of experience in knowledge management, content operations, technical or process writing, customer operations, support enablement, or a closely related field
• Working knowledge of customer support operations, such as client and provider support, account access, scheduling, troubleshooting, escalation handling, or related workflows
• Strong written communication and editing skills, with the ability to turn complex or incomplete source material into concise, actionable guidance for different audiences
• Experience partnering with subject matter experts and operational leaders to clarify ambiguity, document decisions, and move content through review and approval
• A practical quality mindset: you can test whether guidance works, identify edge cases and risk, and revise content based on evidence rather than preference
• Strong organization and ownership, including the ability to manage competing requests, communicate tradeoffs, and keep stakeholders informed in a fast-changing environment
• Comfort using data and feedback to prioritize content work and evaluate whether knowledge is accurate, findable, and effective

Benefits

• Comprehensive medical, dental, vision, life, and disability coverage
• No cost access to therapy through the Grow platform
• Retirement savings programs and equity opportunities
• Flexible time off, company paid holidays (which vary by country), and a full company-wide Winter Break
• Up to 18 weeks of paid parental leave
• Dedicated weekly flexible time for self-care
• Annual stipend to support personal wellbeing and professional growth
• Pre-tax commuter benefits
• Support for home workspace plus meal benefits
• Wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance