Remote Manager, Support Knowledge & Content

Summary

Join Wealthsimple, a fintech company in Canada, as a Manager, Support Knowledge & Content to develop and manage the Client Experience content management strategy.

Requirements

• Minimum of 5 years of experience in content management, knowledge management, or a similar role
• Proven experience in managing a team and leading projects
• Strong understanding of AI/LLMs and their application in content management
• Excellent written and verbal communication skills
• Ability to work effectively across various departments and with multiple stakeholders
• Experience with knowledge base best practices and establishing writing guidelines

Responsibilities

• Build out a comprehensive content management strategy to improve how Client Experience content is developed, maintained, and delivered including optimizing content for use with AI/LLMs (e.g. agent assist tools, chatbot, etc)
• Ensure Client Experience content is high quality, accurate and consistent across all surfaces
• Explore implementing a centralized Content Management System that integrates all Client Experience content sources
• Drive improvements in our knowledge management processes as well as alignment and accountability with key stakeholders across the organisation
• Manage a team of content specialists to produce high-quality content, providing guidance, support and coaching
• Establish and maintain writing guidelines based on knowledge base best practices
• Collaborate effectively with stakeholders across the Client Experience team including trainers, curriculum developers, and subject matter experts to develop content for new and existing products, features, and services
• Define, track, and report on key KPIs to measure the success of our content management program
• Lead the redesign of our client-facing Help Centre to improve client satisfaction and maximize ticket deflection

Benefits

• Competitive salary
• Top-tier health benefits
• Life insurance
• Retirement savings matching plan using Wealthsimple Work
• 20 vacation days per year and unlimited sick and mental health days
• Up to $1,500 per year towards wellness and professional development budgets respectively
• 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year