Who You Are

As a Help Center Manager you will be a key part of the Justworks’ Customer Education team, working in close partnership with the Customer Success Organization, Knowledge Management, Product Marketing, and Revenue Operations teams to drive the success of Justworks’ Customer Help Center (knowledge base).

You will play a crucial role in developing, organizing, and maintaining content that helps customers self-serve answers to their pressing questions. You will be responsible for maintaining a user-friendly and informative knowledge base, ensuring a seamless user experience, and optimizing content to meet the needs of our customers.

You will report to the Senior Manager, Customer Education and partner closely with Knowledge Management to implement strategies to improve the user experience of the external knowledge base. You play a pivotal role in ensuring that users can easily access the information they need, enhancing customer satisfaction, and reducing support inquiries and ticket volume. 

Your Success Profile

What You Will Work On

• Oversee Help Center analytics, leveraging data, analytics and user feedback and insights to identify content gaps and prioritize areas for improvement.
• Manage the overall structure, formatting, templates and look and feel of Help Center
• Maintain Help Center administration, field questions internally, and partner with content developers/subject matter experts and cross-functional teams to optimize content for search and readability.
• Manage the Standard Operating Procedure for new article suggestions and edits, and connect it to related content in other locations
• Develop updated processes for content management, legal review, and taxonomy of content labels/tags.
• Manage ongoing audits and improvements to articles and technical administration of the site
• Light copywriting and editing of Help Center articles, as needed
• Partner with the CS Operations team to maintain and grow AI tooling to enable improved customer self-service
• Manage projects that improve the usability and accuracy of the site
• Other duties as needed based on department and/or organizational needs

How You Will Do Your Work

As the Help Center Manager you’ll work cross-functionally, building relationships and supporting our customers getting access to the right information at the right time. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to gain understanding.
• Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.
• Detail-oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive, and seeks to understand both the cause and effect of a situation.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Curious - the innate desire to learn, grow and understand.
• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• Minimum of 5 years of experience in enablement, customer education, marketing, customer success, knowledge management or related fields.
• Experience using Zendesk’s Guide product to maintain and optimize customer knowledge base (Help Center) 
• Strong writing, editing, and proofreading skills.
• Excellent project management and organizational skills.
• Knowledge of user experience (UX) principles and information architecture.
• Excellent collaboration skills with an ability to establish and maintain effective working and collaborative relationships.
• Proficiency with content management systems (CMS) and intermediate knowledge of HTML/CSS used to edit Help Center source code.
• Experience managing a knowledge base for a B2B SaaS organization with multiple product lines is a plus.

The base wage range for this position based in our New York City Office is targeted at $122,000.00 - $134,200.00 per year.

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Last updated on Aug 26, 2024