Knowledge Management, Content Specialist at Remitly Canada Operations Inc.

Managua, Managua, Nicaragua -

Full Time

Start Date

Immediate

Expiry Date

31 Jan, 26

Salary

0.0

Posted On

02 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Writing, Content Management, SEO Optimization, Project Management, Analytical Skills, Information Architecture, Content Governance, Cross-Functional Collaboration, Content Creation, Content Performance Measurement, Process Documentation, Multi-lingual Content, Customer Service, Compliance Documentation, HTML, CSS

Industry

Financial Services

Description

Job Description: Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe. About the role: The Knowledge Management, Content Specialist is responsible for creating, maintaining, and optimizing both internal (associate-facing) and external (customer-facing) knowledge content across Remitly's support ecosystem. This role sits at the heart of knowledge operations, ensuring that accurate, up-to-date, and accessible information is available to both customer service associates and customers themselves. Working closely with Customer Success Operations, product teams, and compliance, you will translate complex processes and product features into clear, actionable content that empowers associates to deliver exceptional customer service while providing customers with the self-service resources they need. This position requires expertise in content management systems, technical writing, and information architecture to maintain comprehensive knowledge bases that serve diverse audiences across multiple channels and languages. Who you are: Core competencies: Technical writing excellence – You possess exceptional writing skills with the ability to translate complex technical concepts, processes, and product features into clear, concise, and user-friendly content for both internal and external audiences. Content management expertise – You have deep experience with content management systems, information architecture, and content governance, ensuring knowledge bases are well-organized, searchable, and maintainable at scale. Dual-audience focus – You understand the distinct needs of internal associates versus external customers, crafting content that serves both audiences effectively while maintaining consistency in messaging and brand voice. Process documentation mastery – You excel at documenting standard operating procedures, workflows, and compliance requirements in formats that are easy to follow, update, and reference during high-pressure customer interactions. Collaborative partnership – You work effectively with cross-functional teams including operations, product, compliance, and training to gather requirements, validate content accuracy, and ensure knowledge resources support business objectives. Functional competencies: Strong technical writing and content creation skills Proficiency in content management systems and knowledge base platforms Experience with SEO optimization and content discoverability Strong project management and organizational abilities Analytical mindset for content performance measurement Multi-lingual content experience preferred What you'll do: Comprehensive knowledge creation – Develop and maintain high-quality knowledge content for both internal associate training and external customer self-service, including SOPs, troubleshooting guides, product documentation, and FAQ resources. Content management system administration – Manage and optimize content within CMS platforms, ensuring proper organization, tagging, version control, and content governance across multiple knowledge bases and customer touchpoints. Cross-functional collaboration – Partner with Customer Success Operations, product managers, compliance officers, and training teams to gather requirements, validate content accuracy, and ensure knowledge resources align with operational needs and regulatory requirements. Content performance optimization and multi-channel strategy – Analyze content usage metrics, search patterns, and user feedback to identify gaps, optimize existing content, and prioritize new content development based on associate and customer needs. Ensure consistent messaging and information across all customer touchpoints including knowledge bases, help centers, mobile apps, and associate-facing tools. Content quality assurance – Establish and maintain content standards, review cycles, and accuracy validation processes to ensure all knowledge resources meet quality benchmarks and regulatory compliance requirements. Stakeholder consultation – Serve as content expert on knowledge management projects, participating in requirements gathering, functional design reviews, and user acceptance testing for new systems and processes. Content lifecycle management – Maintain content freshness through regular review cycles, update workflows, and retirement processes for outdated information. Job qualifications: Bachelor's degree in English, Communications, Technical Writing, Information Management, or related field Minimum of 12 months in current role 3-5 years of technical writing and content creation experience, preferably in customer service or financial services environments Experience with content management systems and knowledge base platforms Demonstrated ability to write clear, concise content for multiple audiences and channels Strong project management and organizational skills with ability to manage multiple priorities simultaneously Experience writing for SEO and understanding how content discoverability impacts user experience Knowledge of information architecture and content governance best practices Demonstrated ownership, bias for action, high quality standards, and attention to detail Alignment to Remitly values, particularly Customer centricity, Be an owner, Compassionate partnership, Deliver on promises, Bias for action, Sweat the details, Data driven, and Continuous improvement Ability to work effectively in cross-functional, globally distributed teams Strong analytical skills to assess content performance and identify improvement opportunities Preferred qualifications: Experience in financial services, banking, or regulated industries with understanding of compliance documentation requirements Background in customer service operations with proven ability to operate effectively in a hyper growth, ambiguous, ever-changing environment Multi-lingual content creation and management experience Experience with analytics tools (e.g., Google Analytics) to measure content performance Knowledge of HTML, CSS, or other web technologies Familiarity with localization and translation processes Experience with project management platforms (e.g., JIRA, Asana) Process improvement experience or certification (e.g., Lean Six Sigma) is a plus Experience in fast-paced environments, with a strong preference for candidates who have worked in remittances Adobe Creative Cloud experience for content enhancement Understanding of UX/UI principles as they relate to content design and user experience Our Benefits: In Site Subsidized Meals Transportation Premium Language Bonus Employee Stock Purchase Plan (ESPP) Mental Health & Family Forming Benefits Private Life Insurance On site Clinic and Remitly Doctor Continuous learning tools & certification programs Reduced Working Hours per Week (from 48 to 40) Two consecutive days off Our Connected Work Culture: Driving Innovation, Together At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most. Remitly is an E-Verify Employer At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations. Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Remitly is a leading digital financial services provider for immigrants and their families in over 170 countries around the world. Remitly helps immigrants send money home in a safe, reliable and transparent manner. Its digitally-native, cross-border remittance app eliminates the long wait times, complexities and fees typical of traditional remittance processes. Building on its strong foundation, Remitly is expanding its suite of products to further its mission and transform financial services for immigrants all around the world. Search For Jobs Click here to find additional opportunities at Remitly!

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Responsibilities

The Knowledge Management, Content Specialist is responsible for creating, maintaining, and optimizing knowledge content for both internal and external audiences. This role involves collaborating with various teams to ensure accurate and accessible information is available to customer service associates and customers.