Figure is hiring a
Knowledge Base Content Specialist

Summary

Join a team of proven leaders who have already created billions of dollars in value in the financial technology space. The Contact Center Knowledge Base Content Specialist is responsible for developing, organizing, and maintaining the content for the contact center's policies, procedures, and knowledge base.

Requirements

• Preferred Bachelor's degree in Communications, English, Information Management, or a related field, or equivalent experience
• Preferred experience in contact center or customer support role, Lending experience a plus
• Minimum one year experience in content creation, technical writing, or a similar role
• Strong writing, editing, and proofreading skills
• Familiarity with knowledge management systems and content management software
• Ability to work collaboratively with cross-functional teams
• Excellent organizational and time-management skills
• Attention to detail and commitment to quality
• Knowledge of SEO best practices

Responsibilities

• Create, edit, and maintain customer operations policies and procedures documents
• Create, edit, and maintain knowledge base articles, FAQs, guides, and other documentation
• Collaborate with subject matter experts to gather, verify information, update and approve information
• Ensure content is accurate, up-to-date, and aligned with company standards
• Organize content into logical categories and subcategories
• Implement and adhere to company content templates and style guides
• Regularly review and update content to ensure relevance and accuracy
• Conduct regular audits of the knowledge base to identify gaps and areas for improvement
• Implement feedback from users to enhance the usability and effectiveness of the content
• Provide training or workshops on using the knowledge base effectively
• Monitor usage metrics and analyze data to understand content performance
• Use data-driven insights to inform content strategy and development
• Assist with training materials QC/updates as needed

Benefits

• Competitive salary
• Company quarterly performance based bonus
• Equity stock options package
• Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
• Employer funded life and disability insurance coverage
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Up to 12 weeks paid family leave
• In office, remote, and hybrid work location options
• Home office and technology stipend for those working outside of a traditional office more than 75% of the time
• Flexible time-off plan to empower employees to take the time off that they want and need
• Continuing education reimbursement
• Routine Team swag deliveries!