Knowledge Operations Team Lead

New

Skills

Communication Content management Customer Experience Customer Service Metabase Process Optimization Team leadership Written Communication Zendesk

The Knowledge Operations Team Lead is responsible for overseeing a remote team dedicated to managing, creating, and distributing high-quality internal and external content for workplace support. This hands-on leadership role requires a strong focus on coaching, content quality assurance, system optimization, and cross-functional collaboration. The ideal candidate excels in both written and verbal communication, fosters continuous improvement, and ensures all published materials meet rigorous standards, ultimately enhancing the support experience for both customers and internal stakeholders.

Job Overview
  • Lead a team of Knowledge Operations specialists in content management and publication.
  • Ensure all knowledge materials are accurate, clear, and easily accessible.
  • Act as a product expert to guide content creation and support initiatives.
  • Implement and audit systems for effective knowledge transfer within the organization.
  • Champion a customer-centric approach in all knowledge operations processes.
Key Responsibilities
  • Audit, review, and gate written content to maintain high standards.
  • Monitor and coach individual team performance, providing structured feedback.
  • Maintain coaching logs and deliver regular written evaluations to team members.
  • Investigate new product features and incorporate expertise into all published content.
  • Design and audit intuitive knowledge management systems for ease of use.
  • Shadow support agents and audit calls to ensure usability of content.
  • Collaborate cross-functionally to improve processes and address knowledge gaps.
  • Set, track, and achieve SMART goals for the team, driving continuous improvement.
Requirements & Qualifications
  • Proven experience in coaching and managing customer service or knowledge operations teams.
  • Exceptional written and verbal communication skills.
  • Demonstrated ability to think in systems and optimize workflows.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Experience with Zendesk, Metabase, and Amazon Connect is highly desirable.
  • Ability to quickly become a product and process expert.
  • Adaptability and resilience in a fast-paced, remote work environment.
  • Technical requirements: Minimum 15Mbps wired internet, i5 processor or equivalent, 12GB RAM, and a quiet workspace.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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