Knowledge Base Specialist, Customer Care

Job description

Overview

This role sits within the Customer Care team and focuses on two closely connected responsibilities: keeping our customer-facing FAQs effective and up to date, and ensuring our support agents always have the accurate, reliable information they need to assist customers confidently. 

 

You will own content across both platforms — creating, maintaining, and improving articles in English and coordinating updates across our six supported languages. You’ll write with clarity, structure information logically, and use data to understand what’s working and where improvements are needed. The right person is comfortable working inside a help center or knowledge base platform, understands what “good” selfservice looks like, and can turn operational processes into content that genuinely helps people — whether they’re customers looking for answers or agents supporting them. 

 

Responsibilities

·  Create and maintain the customer-facing Help Center, ensuring FAQs are accurate, up to date, and easy for customers to understand and use. 
·  Adapt articles for different markets and languages, ensuring clarity, consistency, and local relevance.  
·  Manage content updates triggered by policy changes, product launches, or operational shifts.  
·  Maintain the internal Knowledge Base so agents always have clear, current, and reliable process guidance.  
·  Write and structure process articles, troubleshooting paths, FAQs, and quick-reference guides for agents.  
·  Collaborate with subject matter experts across the business to gather information and validate updates.  
·  Ensure all content aligns with brand tone, quality standards, and customer experience principles.  
·  Identify articles with high contact rates, low helpfulness scores, or poor search visibility, and prioritise improvements.  
·  Use data to inform decisions that improve self-service effectiveness and agent efficiency.  
·  Support the creation of templates, guides, and communication materials for Customer Care as needed. 
Qualifications

·  Proven experience writing and structuring support content (FAQs, Help Center articles, internal knowledge base content, macros).
·  Ability to turn complex information into simple, customer-friendly and agent-ready content.
·  Experience with Zendesk, Salesforce Knowledge, ServiceNow, or similar knowledge platforms (or willingness to learn quickly).
·  Familiarity with basic analytics (GA4/Zendesk dashboards: views, search terms, attach/solve, article feedback) to inform improvements.
·  Strong editing skills with high attention to detail, consistency, and UX-driven clarity.
·  Excellent collaboration skills with SMEs, Operations, QA, and Localization.
·  Strong organizational skills with the ability to manage multiple content updates and projects simultaneously.
·  Fluent written and spoken English; additional European languages are a plus.
·  Bonus: Basic HTML/CSS familiarity; experience creating content templates or style guides.

 

Benefits

·  Recognition, inclusion and belonging in a diverse environment
·  25 holidays and flexible working (hybrid position, in office ~2 days p/w)
·  Employee Discount on in-store and online products
·  Casual Sneaker Culture
·  Learning & Health/Wellbeing programs
·  Career development and growth in an ambitious international team
·  Travel reimbursement
·  Access to premium wellness apps
·  Bike plan and contribution to gym subscription
·  Pension Plan
·  Discounted Collective Health plans
·  Activities organized by our Social Committee #