Knowledge Manager

at  komoot

ABOUT KOMOOT

Komoot is an app that lets you find, plan, and share adventures with its easy route planner. Driven by a love for nature and powered by the outdoor community’s recommendations, komoot helps you explore more of the great outdoors—wherever and however you want. And we’re good at it. Google and Apple have listed us as one of their Apps of the Year numerous times. Today, with over 40 million users and 300,000 five-star reviews, we are well on our way to becoming the most popular app for finding, planning, and sharing adventures worldwide.

ABOUT THE ROLE

Are you passionate about how amazing self-service can transform the support experience? Excited about the opportunities presented by AI to create those great experiences?
We’re looking for a dedicated Knowledge Manager who’ll take on ownership of our support center. You’ll have the freedom to shape and optimise our self-service resources, ensuring they’re a great resource not only for our users but also for AI solutions that we want to implement.
If you’re interested in technology, have a knack for creating crystal-clear support documentation, and understand what it takes to create a seamless experience where customers can find answers to their questions independently, this might be the role for you. You’ll be working alongside Chris and our entire Support team.

WHAT YOU WILL DO

• Develop and maintain support documentation, including FAQs, troubleshooting guides, and best practices, including internal documentation as needed.
• Regularly update and revise existing content to reflect changes in products, services, or processes.
• Implement strategies for capturing and disseminating knowledge within the team.
• Conduct audits of support content to ensure accuracy, relevance, and consistency.
• Gather feedback from team members and users to identify areas for improvement and address any gaps in knowledge.
• Explore and implement new tools or technologies to enhance knowledge management processes and workflows.
• Collaborate with Product Managers, developers, and QA to ensure technical specifications of new features are adequately documented.
• Monitor KPIs related to support content usage and effectiveness, such as content views, feedback ratings, and resolution rates.
• Analyse trends and patterns in support interactions to identify opportunities for pre-emptive content creation and proactive support measures.

YOU’LL BE SUCCESSFUL IN THIS ROLE IF YOU

• Are fluent in English and German.
• Have 3+ years of experience in knowledge management, content management, or a related field.
• Have demonstrated experience in developing and maintaining support documentation or similar knowledge resources.
• Have managed the localisation of that documentation into different languages.
• Have a good understanding of HTML and CSS for formatting and styling content.
• Are familiar with best practices in knowledge management, including taxonomy development and content categorization.
• Are interested in AI and familiar with using AI to speed up content production, or with creating content to be read by an AI.
• Excellent communication and interpersonal skills, with an ability to collaborate effectively with diverse teams.
• Have strong organisational skills and attention to detail to ensure accuracy and completeness of support content.
• Are adaptable and willing to learn new technologies and processes.
• Can put yourself in the shoes of a customer and anticipate their questions/needs.
• Are proactive and driven, able to pull information from across the company.
• Have strong writing and editing skills, with an ability to convey complex information in a clear and concise manner.
  Not sure if you meet all requirements above? Don’t sweat it – if you think you’re the right person anyway, we’d love to hear from you!