Senior Knowledge Operations Manager

Summary

Join Deel's Knowledge Team and leverage your expertise in operational excellence, business operations, or knowledge management to build and improve our extensive knowledge base. As a strategic thinker and data-driven problem solver, you will proactively identify content gaps, streamline processes, and create solutions that enhance user experience. You will analyze customer feedback, conduct root cause analyses, and collaborate with cross-functional teams to ensure the accuracy and effectiveness of our documentation. Your analytical skills and experience with data analysis tools will be crucial in identifying areas for improvement and driving continuous improvement. This role offers the opportunity to make a tangible impact on a global scale, contributing to Deel's mission of connecting companies with talent worldwide.

Requirements

• 3-5 years of experience in customer success or operations, with at least 2 years focused on process improvements, preferably within a content-heavy SaaS environment
• Expertise in data analysis using tools like Looker, Snowflake, and SQL to extract actionable insights and drive decision making
• Strong analytical and problem-solving skills, with a proven ability to identify root causes and suggest actionable improvements based on customer feedback and ticket volumes
• Familiarity with tools like JIRA, Zendesk, Intercom, or other customer service platforms for tracking issues, managing feedback, and ensuring documentation accuracy
• Experience in managing or creating customer service documentation and guides that help support teams resolve customer inquiries efficiently
• Excellent interpersonal skills with the ability to work cross-functionally and explain complex issues to diverse stakeholders
• Proven ability to handle multiple tasks and projects concurrently, managing priorities to meet deadlines in a customer-focused environment
• Fluent in English

Responsibilities

• Proactively identify gaps and opportunities to augment content and learning materials into user experience to better support customers and reduce inquiries
• Build and manage scalable Quality Assurance and Audit processes to ensure the effectiveness of internal and external documentation
• Leverage continuous improvement feedback loops and customer interaction data to identify areas for improvement in content development, customer service processes, and documentation
• Monitor, assess, and act upon customer feedback, escalations, ticket volume trends, and risks to identify opportunities for new or improved processes or content
• Conduct root cause analyses, and implement improvements in content or processes to prevent recurring problems
• Proactively flag and address risks in documentation or customer interactions, offering solutions to mitigate potential user dissatisfaction
• Collaborate with customer service, product, and engineering teams to resolve content-related issues and enable users to access the information they need when they need it
• Identify opportunities for improvements to our training and enablement processes to support teams in scalably creating and managing their own content and resources
• Track and report on key performance metrics related to content effectiveness and customer satisfaction, using data to drive continuous improvement

Preferred Qualifications

Proficiency in another language

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available