Enter a job title or keyword
Knowledge Management
Job Location:
Job Location:
Los Angeles, CA - USA
Hourly Salary:
USD 40 - 42
Hourly Salary:
Posted:
24 October 2026 (7 hours ago)
Posted:
Application Deadline:
21 January 2027
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Job Title: Knowledge Management Contractor
Location: Remote (Preference for candidates located in Northern New Jersey or Phoenix AZ)
Duration: November 9 2026 February 9 2027 (3-Month Contract)
Potential Extension: Eligible for extension into Q1 2027 based on performance
Pay Rate: USD $40-$42/hour on W2
Position Overview
We are seeking a detail-oriented and customer-focused Knowledge Management Contractor to design organize and optimize our customer support knowledge ecosystem. This role will be responsible for creating and maintaining customer-facing and internal support documentation including FAQs Help Center articles Standard Operating Procedures (SOPs) macros and workflow guides. The ideal candidate will have experience building knowledge management programs within retail consumer e-commerce or customer service environments and possess expertise with modern knowledge management platforms such as Zendesk Gladly Salesforce Service Cloud Confluence Notion or similar tools. This role will also play a key part in preparing and optimizing content for AI-powered search semantic retrieval and knowledge access tools ensuring agents and customers can quickly access accurate information.
Key Responsibilities
Knowledge Management & Content Creation
Interview Process
Location: Remote (Preference for candidates located in Northern New Jersey or Phoenix AZ)
Duration: November 9 2026 February 9 2027 (3-Month Contract)
Potential Extension: Eligible for extension into Q1 2027 based on performance
Pay Rate: USD $40-$42/hour on W2
Position Overview
We are seeking a detail-oriented and customer-focused Knowledge Management Contractor to design organize and optimize our customer support knowledge ecosystem. This role will be responsible for creating and maintaining customer-facing and internal support documentation including FAQs Help Center articles Standard Operating Procedures (SOPs) macros and workflow guides. The ideal candidate will have experience building knowledge management programs within retail consumer e-commerce or customer service environments and possess expertise with modern knowledge management platforms such as Zendesk Gladly Salesforce Service Cloud Confluence Notion or similar tools. This role will also play a key part in preparing and optimizing content for AI-powered search semantic retrieval and knowledge access tools ensuring agents and customers can quickly access accurate information.
Key Responsibilities
Knowledge Management & Content Creation
- Create edit and maintain customer-facing FAQs Help Center articles and support documentation.
- Develop detailed SOPs process documentation macros and workflow guides for customer support teams.
- Audit existing content and identify opportunities for improvement standardization and accuracy.
- Ensure consistency in tone formatting taxonomy and naming conventions across all knowledge repositories.
- Structure and organize content to improve AI-powered search and semantic retrieval performance.
- Apply metadata tagging categorization and content hierarchy best practices.
- Partner with support operations teams to improve AI-generated responses and knowledge accessibility.
- Optimize documentation for both human users and generative AI tools.
- Partner with Support Operations Product Training and Subject Matter Experts (SMEs) to document processes and product updates.
- Facilitate knowledge capture sessions to identify undocumented workflows and support procedures.
- Gather feedback from frontline support agents to improve knowledge effectiveness.
- Track knowledge adoption and identify content gaps.
- Review search analytics content performance and knowledge usage metrics.
- Recommend improvements to knowledge management processes and governance.
- Maintain content governance standards and lifecycle management practices.
- 2 years of experience in Knowledge Management Technical Writing Content Management Customer Experience (CX) or Customer Support Operations.
- Experience developing SOPs workflows process documentation and customer support content.
- Strong written communication skills with exceptional attention to detail grammar and formatting.
- Experience with one or more knowledge management/helpdesk platforms:
- Zendesk
- Gladly
- Salesforce Service Cloud
- Confluence
- Notion
- Guru
- Document360
- Experience organizing content for AI-powered knowledge systems search tools or semantic retrieval platforms.
- Ability to translate complex processes into simple user-friendly documentation.
- Experience building or managing knowledge management programs within:
- Retail
- Consumer Goods
- E-commerce
- Customer Service Operations
- Familiarity with Generative AI Large Language Models (LLMs) and AI-assisted support tools.
- Experience measuring knowledge base effectiveness and search performance.
- Knowledge of customer support processes and operational best practices.
Interview Process
- Interview with Hiring Manager
- Interview with Content Manager
About Company
LanceSoft is a global workforce solutions company connecting businesses with top talent across industries and geographies.
