Knowledge Management Specialist II

Role Details

About Us

Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleeps.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact. Join us at Crescendo and lets build the future of customer experience together.

Welcome to Crescendo. Welcome to whats next.

The Role

The Knowledge Management Specialist II ensures Crescendos AI systems have access to the most accurate up-to-date and relevant information across partner knowledge bases. This role maintains and optimizes content within tools like Zendesk Confluence and Crescendos native AI platform to ensure seamless data availability for AI consumption. Operating with a high degree of ownership in a collaborative fast-paced environment this position requires strong problem-solving and coordination with AI Engineers (AIDEs) Launch Success Managers (LSMs) Project Managers and Operations Stakeholders to identify gaps implement updates and ensure knowledge foundations consistently support AI performance and partner goals.

What Youll Do:

• Support multiple partner programs throughout their AI deployment journey ensuring each has a strong accurate and complete knowledge base to power AI solutions.
• Work in a fast-paced dynamic environment where priorities evolve quickly and proactive communication is key.
• Conduct ongoing knowledge analysis to assess content quality structure and maintenance needs across partner systems.
• Create update and recommend new knowledge base content based on opportunities identified through AI performance and gap analysis.
• Identify knowledge gaps by reviewing AI outputs and determine when new or revised content is required to improve accuracy and automation success.
• Collaborate closely with AI Engineers (AIDEs) Launch Success Managers (LSMs) Project
• Managers and Operations Stakeholders to align knowledge strategies with AI goals.
• Participate in deployment and progress meetings with internal and external stakeholders to share updates request information and communicate knowledge priorities.
• Test and validate implemented content or structure changes to confirm effectiveness and ensure AI alignment.
• Develop and refine knowledge categorizations that reflect common customer inquiries optimizing
• AI understanding and response accuracy.
• Maintain organized documentation of changes recommendations and progress to support transparent collaboration and long-term scalability.
  

What We Expect From You:

• At least 1 year of experience in Knowledge Management content creation or managing help centers and FAQs.
• A strong sense of how great knowledge is organized from clear categorization to well-structured easy-to-navigate content.
• Bonus points if youve worked with Zendesk Confluence or HubSpot (not required but a plus!).
• A basic understanding of AI systems and how accurate organized information fuels better performance.
• Youre relentlessly proactive you communicate openly raise issues early and dont wait to be told what to do.
• You take full ownership of your work learn fast and stay calm and focused in a changing environment.
• Comfortable working with both internal teams and clients with a confident professional presence in meetings.
• You move fast focus on results and balance speed with enough attention to detail to keep quality high.
• Open to feedback and committed to continuous learning and improvement.
• A collaborative mindset with strong listening skills and the ability to build positive long-term relationships across teams.
  

What Youll Get In Return:

• Hybrid workplace - depending on the partner role management and/or personal workspace
• Overtime is available if applicable
• Competitive compensation based on experience
• Attractive benefits package including medical dental and vision options based on location
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams
• 1-on-1 coaching with feedback sessions mentorship and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

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