<gh-intro>
<text>
We are looking for a Customer Support Knowledge Enablement Specialist to join our Knowledge Management team.
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</gh-intro>
<gh-about-us>
<title>About us</title>
<text>
With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.
Everyone's welcome at Bolt, regardless of race, colour, religion, sex, national origin, age, disability, sexual orientation, or gender identity.
We’re on a mission to make cities for people, not cars, and we need you to make it happen!
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</gh-about-us>
<gh-role-detail>
<title>About the role</title>
<text>
As a CS Knowledge Enablement Specialist, you will play a crucial role in enhancing our customer support capabilities by researching, creating, updating, and maintaining both internal (Knowledge Base) and external (FAQs) support content.
Your work will directly impact our customer support teams’ efficiency and our customers’ satisfaction by providing accurate, timely, and easily accessible information. You will also drive enablement initiatives for the support teams to ensure they are well-equipped with the knowledge they need.
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</gh-role-detail>
<gh-responsibilities>
<title>Main tasks and responsibilities:</title>
<bulletpoints>
- <point>Content Creation and Management: Developing and maintaining comprehensive documentation for the internal knowledge base, and creating clear, concise, and user-friendly external support articles(FAQs).</point>
- <point>Content Maintenance: Regularly reviewing the knowledge base and FAQ content for accuracy and relevance, and updating content to reflect product updates, policy changes, and customer feedback.</point>
- <point>Collaboration and Support: Working closely with Operational teams, the Process Excellence team, Subject Matter Experts, Product, Engineering, and other stakeholders to gather accurate information for content development, and identify and address knowledge gaps through stakeholder collaboration.</point>
- <point>Analytics and Reporting: Using analytics tools to measure the impact of the content and identify opportunities for improvement, and implementing data-driven changes to enhance content quality and effectiveness.</point>
- <point>Platform Management: Creating and maintaining content in GitHub, ensuring proper version control, and compliance with internal standards and guidelines.</point>
</bulletpoints>
</gh-responsibilities>
<gh-requirements>
<title>About you:</title>
<bulletpoints>
- <point>You have a minimum of 2 years experience in support content creation, technical writing, or related field, and at least 1 year of customer support operations experience is preferred.</point>
- <point>You have strong English language and communication skills with a proven ability to take complex information and present it in a logical, easy-to-read format.</point>
- <point>You are a self-starter with a proactive attitude and experience in navigating through changing project requirements, unexpected obstacles, and ambiguity.</point>
- <point>You have the ability to build collaborative relationships with stakeholders.</point>
- <point>You have basic data analysis skills to make informed decisions.</point>
- <point>Familiarity with tools such as Looker, GitHub, Figma, and Jira is advantageous.</point>
</bulletpoints>
<text>
Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying if you feel you’re the kind of person described above!
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</gh-requirements>
<gh-perks>
<title>Why you’ll love it here:</title>
<bulletpoints>
- <point>Play a direct role in shaping the future of mobility.</point>
- <point>Impact millions of customers and partners in 600+ cities across 50 countries.</point>
- <point>Work in fast-moving autonomous teams with some of the smartest people in the world. </point>
- <point>Accelerate your professional growth with unique career opportunities.</point>
- <point>Get a rewarding salary and stock option package that lets you focus on doing your best work.</point>
- <point>Enjoy the flexibility of working in a hybrid mode with a minimum of 2 days in the office each week to foster strong connections and teamwork.</point>
- <point>Take care of your physical and mental health with our wellness perks.</point>
</bulletpoints>
<text>*Some perks may differ depending on your location.</text>
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Last updated on Aug 21, 2024