Wrapbook is hiring a
External Knowledge Base Lead, Remote - Worldwide

Summary

The job description is for an External Knowledge Base Lead at Wrapbook, a fast-growing production payroll and accounting platform. The role involves managing the company's Help Center content, collaborating with internal teams to improve it, and reducing support volume by enhancing self-service opportunities.

Requirements

• Exemplary technical writing skills (please submit samples)
• 2+ years experience writing and managing an External Knowledge Base
• A strong background in Customer Support and client/user-facing communications
• Experience implementing A.I. / chat bots within a Knowledge Base
• Experience in Knowledge Base data collection and analysis
• Ability to communicate clearly and concisely, orally and in writing
• Ability to lead meetings and present new concepts efficiently
• Enthusiasm to collaborate, as well as the ability and a proactive nature which allows you to work independently
• Ability to identify and lead growth-enabling initiatives
• Ability to exercise independent judgement
• Ability to adapt to new technologies, tools, and methodologies, and having a willingness to learn and stay updated
• Ability to coordinate several concurrent activities simultaneously
• Ability to ‘see the big picture’ in terms of how enhancing the External Knowledge Base will improve both internal staff and external user experiences
• Excellent organizational skills including time management, goal setting, and attention to detail

Responsibilities

• Own the management of External Knowledge Base content requests and execution
• Own the process of informing internal teams of new External Knowledge Base content and workflows
• Collaborate with the Director of Support & Enablement to create and implement streamlined self-service processes which start from the Help Center and compliment the Support team’s workflows
• Identify needs for External Knowledge Base updates related to product releases and relevant non-product updates such as changes to legal or union regulations, payroll processing changes, etc
• Write effective content for the External Knowledge Base, often based on replies currently being provided by client-facing teams, or product trainings
• Leverage SalesForce functionality to power the Help Center; work with RevOps engineers and Product Marketing to ensure content formatting is effective and on brand
• Own the collection and analysis of data related to the External Knowledge Base; translate data into actionable goals to further improve the Help Center experience
• Communicate with client-facing teams such as Sales, Support, Customer Success, and PayOps, to ensure content is published in a logical priority order, and that content supports the processes of those teams
• Communicate with Legal and Trust/Compliance teams to ensure External Knowledge Base content is phrased appropriately
• Monitor Knowledge Base performance and troubleshoot issues as they arise
• Collaborate with Ops leadership to plan and implement the use of A.I. / chat bots within the Knowledge Base

Benefits

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1500 towards IT set up for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities
• Up to $50 USD/ $66.50 CAD towards Internet/Cell phone service