Knowledge Management System Administrator

At Koalafi we believe in a world where no one has to put an important purchase on hold. Thats why were making it easier for more people to pay for big purchases over time.

Retailers across the country rely on us to offer flexible lease-to-own financing to their non-prime consumers while increasing sales and strengthening customer loyalty. Their 2M customers love us because we provide a flexible way for them to make payments and give them an opportunity to improve their credit. Our 200 Koalafi teammates enjoy inspiring and challenging work that accelerates their careers.

Interested in learning more about how were transforming the financing experience and joining our team

What Youll Do:

Were looking for a sharp organized and thoughtful communicator to join our Agent Enablement team as a Knowledge Management System Administrator. This entry-level role is all about keeping our internal knowledge system (Guru) clean accurate and easy to useso agents across Customer and Merchant Support can find the right answers fast and serve our lease-to-own customers with confidence.

Youll work closely with subject matter experts and partners across the department to manage content track performance and respond to knowledge requests. Youll also own the file structure within Guru and help maximize the tools features so we get the most out of what it can do. If youre a quick learner who enjoys writing editing and digging into new tech this role could be a great fit.

Youll help make work smoother for hundreds of agents. By keeping our knowledge resources clean useful and easy to find youll make a direct impact on how fast and confidently our teams can support customers and merchants. Youll be part of a collaborative learner-friendly environmentand youll grow your skills every day.

Keep Guru Organized & Optimized

• Manage file structure tags and folders within our knowledge management system Guru
• Use built-in features to improve searchability and usage
• Responsible for quality control (QC) of new cards before publishing for clarity tone and accuracy
• Archive outdated content and remove duplicates

Support Customer & Merchant Support Teams

• Handle word swaps and light edits from business units
• Respond to wrong answer reports from users
• Follow up on requests in the content Slack channel
• Reach out to internal subject matter experts for verification

Communicate Clearly

• Write and post Slack announcements about content changes
• Review analytics to find usage patterns or gaps
• Edit AI-generated drafts to fit our brand voice and tone

Use Tools (and Learn New Ones Fast)

• Use ChatGPT to brainstorm or build a starting pointbut never publish AI content without first conducting a close review
• Stay curious about new tech and eager to train on platform updates

About You (Qualifications):

• A degree or coursework in Communications English Learning & Development or a related field
• 1 year of professional experience ideally in social media website management or a corporate writing position
• Strong writing and editing skillsclear friendly and focused on the user
• Strong interpersonal skills youre able to work with stakeholders across the business and partner with them to communicate complex processes
• Close reading and problem-solving skills youre able to assess workflows uncover inefficiencies and brainstorm effective solutions to fill the gaps
• Confidence managing digital content and file structures you bring strong organization skills with attention to detail when juggling multiple requests
• Curiosity and quick learning when it comes to tools and technology
• Familiarity with knowledge platforms like Guru Notion Confluence or wikis
• Experience working in a fast-paced dynamic environment
• Spanish fluency or experience working with translation tools is a plus
• Experience in customer service or operations is helpful for contextbut not required
• Location Requirement: This position requires regular in-person attendance at one of our two office locations (Richmond VA or Arlington VA). Candidates must already be located within a commutable distance to either location as relocation assistance is not available at this time.

Why choose Koalafi: A career at Koalafi means opportunities to tackle exciting challenges every single day. We take pride in a culture of innovation trust and ownership. Youll get outside your comfort zone build meaningful relationships and most of all take charge of projects that ultimately help people get the things they need most.

Benefits:

At Koalafi you will have a direct impact on our products and help shape the companys success. We offer competitive compensation & benefits packages to keep you at your best:

• Comprehensive medical dental and vision coverage
• 20 PTO days 11 paid holidays
• 401(k) retirement with company matching
• Student Loan & Tuition Reimbursement
• Commuter assistance
• Parental leave (maternal paternal)
• Inclusion and Associate Engagement Programs

Who we are & what we value:

• We focus on whats most important
• We set clear expectations and deliver
• We embrace challenges to reach our full potential
• We ask How can this be better
• We move fast together