Knowledge Base Manager

We are looking for a highly motivated and committed Knowledge Base Manager to join vcita! 

The ideal candidate is a great communicator, who is curious, collaborative, and detail oriented, with exceptional technical writing and oral English communication skills.

As a Knowledge Base Manager at vcita, you will be responsible for writing, updating, organizing, and maintaining our ZenDesk Guide knowledge base for seamless multi-brand implementation. You will work with large globally recognized brands while collaborating closely with cross-functional teams, including Product, Partners, Marketing, Customer Success, and Sales, to ensure that our knowledge base is comprehensive, accurate, and up-to-date, helping our customers and partners find the information they need quickly and easily. 

This role will report to the Director of Support and does not have direct reports.

Hybrid model, location. 

At vcita, we're on a mission to empower small businesses with the best digital tools for success. Our business management solution is designed to be intuitive & easy-to-use and helps business owners streamline their operations so they can deliver exceptional client experiences.

Since our launch in 2010, we've been proud to be making a positive impact on local communities through accessible technology, with over 100,000 business owners around the world - from barbers to law firms to fitness trainers - using vcita to better their businesses.

We’ve built a team - that’s now over 200 people strong- of like-minded individuals who are passionate about technology, community, and making a difference. We thrive on collaboration and are committed to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered.

If you're looking to be part of a community that supports small businesses and makes an impact, then join us!

Hybrid model, location. 

Collaboration: Collaborate with the Head of Product Education, product teams, UX/UI, customer support, and subject matter experts to gather information and ensure the accuracy of content.

Content Creation: Develop and curate articles, FAQs, guides, and tutorials in ZenDesk Guide to provide accurate and helpful product information to customers.

Content Optimization: Continuously optimize existing content for clarity, relevance, and SEO to enhance user experience and searchability.

Manage Partner-Specific Branded Content: Create, upload, and replicate relevant partner-specific content using specified templates.

ZenDesk Guide Themes, Organization, and Structure: Upload and maintain branding and themes in a multi-branded environment while creating a well-structured and intuitive knowledge base hierarchy to facilitate easy navigation and content discovery.

Continuous Content Improvement: Keep all knowledge base articles current by monitoring changes in products, services, and processes, and ensuring up-to-date information is presented.

User Feedback: Solicit and analyze user feedback to identify areas for improvement and address common user queries and pain points.

Training and Documentation: Create and maintain documentation for internal and external partnership teams to ensure consistency in using the ZenDesk Guide and the knowledge base.

Analytics and Reporting: Monitor key performance indicators (KPIs) for the Knowledge Base, track user engagement and outcomes, and provide regular reports to management for data-driven decision-making. Results should accomplish a reduction of support tickets.

Tech Savvy: You are quickly adapting to new platforms, are not afraid to learn and use cutting-edge technologies hands-on, and are comfortable troubleshooting technical issues.

Adaptable & Flexible: Willing to shift and change priorities with business demands

Detail-oriented: Details matter to you, and you love to deliver high-quality work and pay close attention to details.

Team Focused: You love to uplift your peers through shared knowledge and commitment in a collaborative and supportive environment.

Curious: You take the initiative to learn new things, and are curious about how things work., 

Entrepreneurial mindset: You own your success and act for the benefit of the team and the company with a self-driven approach to exceeding your goals. 

Customer Obsessed: You ensure you meet deadlines and follow up as promised. You go the extra mile to make our partners happy. 

Great Communicator: Whether you’re writing an article or liaising with the product management team, you handle it all gracefully and professionally. To excel in this role, it’s important to have exceptional technical writing and oral English communication skills.

Coachable: You know there’s always room for improvement. You seek constructive criticism and opportunities to grow from different teams and perspectives.

Qualifications:

• Minimum 5 years in technical writing, content management, and external knowledge base administration, preferably using ZenDesk Guide.
• Native English Speaker with strong writing and editing skills and an emphasis on clarity and simplicity.
• Ability to work collaboratively in a cross-functional team environment.
• Excellent organizational and project management skills.
• Analytical mindset with the ability to use data to drive content improvements.
• Familiarity with SEO best practices for content optimization.
• Detail-oriented and committed to maintaining high-quality content.
• Experience with customer support tools and practices is a plus.

Extra Credit (but not essential)

• Understanding of basic CSS and HTML
• Certification: Zendesk Guide Specialist
• Experience using ZenDesk Guide Multi-brand
• API documentation experience