Knowledge Management Lead

Summary

Join Affirm's Knowledge Management team as a Lead and contribute to a more honest and friendly credit experience. You will partner with subject matter experts to improve content, mentor copywriters, analyze data to enhance self-service, and present team progress. This role requires experience in driving self-service outcomes, content development, and project management within fast-paced environments. You will need strong analytical skills and the ability to mentor others. Affirm offers competitive benefits, including 100% subsidized medical coverage, flexible spending stipends, competitive time off, and an ESPP.

Requirements

• 5+ years of experience in driving self-service outcomes through help centers/online platforms
• 2+ years of content development for external audiences and project management experience
• Experience with fast-paced environments: you have implemented high-quality solutions quickly
• Ability to act autonomously while navigating new and ambiguous business initiatives
• Experience using KM & Documentation platforms such as SFDC, Zendesk, Notion, etc
• Ability to develop a deep understanding of business, compliance and regulatory risks and incorporate preventative measures into your work
• Ability to mentor others to complete quality work on time while engaging with stakeholders

Responsibilities

• Partner with subject matter experts to identify gaps in our current content and work with our copywriting team to update or develop new content to be accurate and concise
• Mentor and support our team of copywriters who will be responsible for creating and maintaining agent, customer and merchant documentation for new products and expanded geographies
• Review and approve any changes prior to publishing drafts for end-user use
• Analyze data in order to drive improvements in our content enabling self-service for our customers and merchants
• Present on team progress and metrics
• Maintain team documentation in order to drive consistency across the team
• Participate in quarterly planning both in defining what will be accomplished in the quarter as well as ensuring knowledge management’s capacity to deliver on initiatives

Preferred Qualifications

Experience in a regulated environment within financial services, loan underwriting, credit analysis, customer service, consumer lending, personal banking, or other similar functions

Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Monthly stipends for health, wellness and tech spending
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
• Remote work