Knowledge Specialist
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Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
Role Summary
The CJ Knowledge Specialist is the strategic hands-on owner of Payoneers Customer Journey knowledge this role you will design govern and continuously improve the knowledge program that powers our associates customers and selfserve channels. You will build the frameworks tools and content operations that reduce effort accelerate resolution and elevate customer experience at scale. You will collaborate closely with CJ Operations Ops Tech Analytics Training QA Product and Risk to ensure knowledge aligns with business goals and drives measurable impact across Enterprise Services.
What Youll Do
Own the CJ knowledge strategy for Enterprise Services including taxonomy governance models workflows review cadences and quality standards.
Develop and maintain clear procedures SOPs and guides using userfriendly formats and decision trees.
Build feedback loops with associates QA and Training to drive continuous improvement.
Partner with Ops Tech and Product to enhance knowledge platforms and integrations.
Use analytics and AI to surface answers inflow and support chat/voice bot knowledge.
Represent CJ in Enterpriselevel initiatives ensuring change readiness and successful golives.
Lead change management training enablement and communications for new policies processes and product updates.
Build assets that increase autonomy and decisionmaking.
Reduce escalations and handoffs through better guidance structure and tooling.
Who you Are
Native or Advanced English proficiency with impeccable spelling grammar and communication skills.
2 years of customer care experience delivering exceptional support.
Technical proficiency in MS Office including Excel.
Clear & persuasive communicator across teams and customer-facing contexts.
Highly organized & detailoriented able to manage multiple priorities.
Datadriven content optimizer who uses insights to improve content and customer experiences.
Customercentric mindset with strong understanding of customer needs.
Knowledge management skills including article formatting and documentation best practices.
Research & learning agility able to quickly absorb information and apply it effectively.
Not a must but a great advantage
Content writing & editing experience creating reviewing and refining content.
Relevant academic background
#LI-FD1
Required Experience:
IC
Key Skills
- Facilities Management
- Customer Support
- Fun
- Application Programming
- Airlines
- Back Office
About Company
In today’s borderless digital world, Payoneer enables millions of businesses and professionals from more than 200 countries and territories to connect with each other and grow globally through our cross-border payments platform. With Payoneer’s fast, flexible, secure and low-cost solu ... View more
