The Knowledge Manager, reporting to the Head of Community & Customer Care, is the key member to develop and execute the FAQ strategy for our players, and internal knowledge articles for our Customer Care Team. You will be responsible for creating and executing the entire knowledge strategy, hire and manage a team of knowledge specialists to create an accurate, and agile system to best serve our players in our live game service.

Located in the Edinburgh Studio (remote will be considered for the right candidate), you will work closely with the Community & Customer Care Team as well as the wider studio, such as Data Insights, Brand, and Development teams. As a key member of the Customer Care department, you will have a direct impact on the success of Build a Rocket Boy’s upcoming title Everywhere.

 

Responsibilities

  • Own and build the FAQ and internal knowledge article strategy
  • Recruit, build, and manage a team of knowledge specialists
  • Develop, maintain, and oversee processes to best serve our players through FAQs and our support staff through knowledge articles
  • Ensure articles are of high quality, accurate, and up to date with the latest infos
  • Lead your team to deliver on our strategy to meet KPIs
  • Manage the FAQ localisation workflow
  • Regular monitoring of article performance and adjust course to better meet our player expectations
  • Regular reporting to management on performance and project status
  • Work hand in hand with the Customer Care & Community Team, as well as the wider studio

 

Requirements

  • 3+ Years of experience in Knowledge Management within a customer support context
  • Experience in an end user facing role
  • Experience managing external FAQ systems
  • Experience handling internal knowledge articles for Support Staff
  • Experience with knowledge management systems
  • Analytical mind set, to make data driven decisions
  • Outstanding collaborator
  • Experience working in a transversal/cross functional position a plus
  • Experience managing a team or B2B relationship a plus
  • Exceptional communication skills
  • A pro-active and positive “can do” attitude
  • Bachelor’s Degree and/or equivalent experience

 

Build A Rocket Boy is developing EVERYWHERE; an experience with a breadth of unimaginable gameplay adventure.

We are a mix of industry leading veterans whose credits include some of the best selling and most loved games of all time. We’re a creative digital entertainment studio with an open and progressive methodology, dedicated to delivering games of the highest calibre possible. 

If you want to feel comfortable, inspired, and appreciated in your work pursuits then come join us. We have offices in Edinburgh, Budapest and consider WFH candidates.

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