Knowledge & Content Specialist

Job description

Overview

Are you passionate about creating content that makes a measurable impact? As the Knowledge & Content Specialist, you will manage and enhance our customer Help Center and internal knowledge base, ensuring customers can find answers quickly and support teams have the best resources at their fingertips. In addition to crafting clear, helpful content, you’ll own the measurement of Help Center performance and self-service deflection using tools like Google/Adobe Analytics. By turning insights into actionable strategies, you’ll help reduce contact volume and continuously improve customer experience. If you thrive in a fast-paced environment, love simplifying complex information, and enjoy using data to drive decisions, we’d love to hear from you!

Responsibilities

·  Own and maintain the customer-facing help center, ensuring content is accurate, up to date, and easy to understand.
·  Measure Help Center performance and self-service deflection using Google/Adobe Analytics and Zendesk
·  Develop and refine internal knowledge base articles to support customer care agents in delivering high-quality support.
·  Write and optimize FAQs, troubleshooting guides, and self-service resources to reduce customer effort.
·  Partner with subject matter experts and customer support teams to gather insights and improve content effectiveness.
·  Ensure all content aligns with brand guidelines, maintains a consistent tone of voice, and enhances the overall customer experience.
·  Monitor and report on Help Center and knowledge base performance metrics to identify opportunities for improvement. 
Qualifications

·  Proven experience in content creation, content writing, technical writing, or knowledge management.
·  Proven hands-on experience with Google/Adobe Analytics and building dashboards in Looker Studio or similar.
·  Exceptional writing and editing skills, with the ability to translate complex information into clear, engaging content.
·  Strong analytical mindset: able to turn data into prioritized content plans and actionable recommendations.
·  Familiarity with Zendesk or similar customer support platforms is a plus.
·  Basic knowledge of HTML and CSS is an advantage but not required.
·  Strong organizational skills with the ability to manage multiple projects simultaneously.
·  Excellent collaboration and communication skills, working effectively with teams across the organization.
·  Fluent English spoken and written is required.
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 #