Knowledge & Content Specialist

Job description

Overview

Are you passionate about creating clear, helpful content that improves customer and agent experience? As the Knowledge Content Specialist, you will write, structure, and maintain the content in our customer Help Center and internal agent knowledge base. Your work will ensure customers can quickly find accurate answers, and our support teams have the guidance they need to resolve cases confidently and consistently.

 

You’ll transform complex processes into simple, customer-friendly FAQs, create agent-ready articles and macros, and continuously improve content quality based on feedback, search terms, and basic performance insights. If you love simplifying information, building content standards, and creating knowledge that empowers great service, we’d love to hear from you.

 

Responsibilities

·  Own, write, and maintain our customer-facing FAQs and internal agent knowledge base so customers self-serve faster and agents resolve with consistency.
·  Create, rewrite, and optimize content including FAQs, troubleshooting guides and internal process articles.
·  Translate complex policies and processes into simple, clear, customer-friendly language.
·  Improve findability and structure through strong titles, summaries, tagging, and related-article linking.
·  Partner with SMEs and Customer Care to ensure all content reflects current processes, escalation boundaries, and tone standards.
·  Coordinate localization ensuring translations are accurate, timely, and aligned with style and expectations.
·  Review basic content performance signals (search terms, views, feedback, attach/solve rates) to identify gaps and improve clarity.
·  Maintain content accuracy and version control, ensuring outdated or duplicate content is updated or retired.
·  Ensure all content adheres to brand, tone, and customer experience standards.
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 #