Knowledge Specialist at Payoneer

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Apr, 26

Salary

85000.0

Posted On

14 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Care, Knowledge Management, Technical Proficiency, Data-Driven, Communication Skills, Organizational Skills, Research Agility, Content Optimization

Industry

Financial Services

Description

About Payoneer Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories. By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence. Role Summary The CJ Knowledge Specialist is the strategic, hands-on owner of Payoneer’s Customer Journey knowledge ecosystem. In this role, you will design, govern, and continuously improve the knowledge program that powers our associates, customers, and self‑serve channels. You will build the frameworks, tools, and content operations that reduce effort, accelerate resolution, and elevate customer experience at scale. You will collaborate closely with CJ Operations, Ops Tech, Analytics, Training, QA, Product, and Risk to ensure knowledge aligns with business goals and drives measurable impact across Enterprise Services. What You'll Do Own the CJ knowledge strategy for Enterprise Services, including taxonomy, governance models, workflows, review cadences, and quality standards. Develop and maintain clear procedures, SOPs, and guides using user‑friendly formats and decision trees. Build feedback loops with associates, QA, and Training to drive continuous improvement. Partner with Ops Tech and Product to enhance knowledge platforms and integrations. Use analytics and AI to surface answers in‑flow and support chat/voice bot knowledge. Represent CJ in Enterprise‑level initiatives, ensuring change readiness and successful go‑lives. Lead change management, training enablement, and communications for new policies, processes, and product updates. Build assets that increase autonomy and decision‑making. Reduce escalations and handoffs through better guidance, structure, and tooling. Who you Are Native or Advanced English proficiency with impeccable spelling, grammar, and communication skills. 2+ years of customer care experience delivering exceptional support. Technical proficiency in MS Office, including Excel. Clear & persuasive communicator across teams and customer-facing contexts. Highly organized & detail‑oriented, able to manage multiple priorities. Data‑driven content optimizer who uses insights to improve content and customer experiences. Customer‑centric mindset with strong understanding of customer needs. Knowledge management skills, including article formatting and documentation best practices. Research & learning agility, able to quickly absorb information and apply it effectively. Not a must, but a great advantage Content writing & editing experience creating, reviewing, and refining content. Relevant academic background #LI-FD1 In accordance with New York City Law, below is the annual base salary range for this position. Actual annual base salary is based on, but not limited to: experience, education, professional licenses, location and business needs. The position is eligible for health insurance, disability insurance, life insurance, 401k plan, paid-time off, and sick (and where applicable safe) leave. This position is also eligible for a discretionary year-end bonus. The annual base salary range for this position is $75,000—$85,000 USD The Payoneer Ways of Working Act as our customer’s partner on the inside Learning what they need and creating what will help them go further. Do it. Own it. Being fearlessly accountable in everything we do. Continuously improve Always striving for a higher standard than our last. Build each other up Helping each other grow, as professionals and people. If this sounds like a business, a community, and a mission you want to be part of, apply today. We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.

Responsibilities

The CJ Knowledge Specialist will design and improve the knowledge program for Payoneer's Customer Journey. This role involves collaborating with various teams to ensure knowledge aligns with business goals and enhances customer experience.