Senior Knowledge Management Specialist (@Hybrid, Bellevue)

About the role:

Are you customer-obsessed, driven to support a great user experience, and passionate about creating and delivering clean, concise written content? Do you love using data to understand the user journey, identify pain points, and drive lasting solutions? OfferUp is looking for a Senior Knowledge Management Specialist to help manage and grow our internal knowledge bases and our customer-facing Help Centers. 

You’ll partner with stakeholders to understand new app features, new workflows, and changes to current tools and processes. Then you’ll use that information to write, edit, announce, and maintain accurate, user-friendly content.

We’re looking for someone who will advocate for solutions that make CS and the OfferUp community successful. You should be a skilled, intellectually curious, deadline-driven writer, editor, and project manager who is thorough, analytical, and undaunted by fast-paced change.

**As part of the hiring process, candidates will be asked to demonstrate proficiency in change communication and instructional writing by completing a writing and editing assessment**

Note: This is a 6 month position with full benefits in the Greater Seattle area with the potential to convert to full-time employment.

What we love about this role:

• You will work across many departments to understand our customers and our products.
• You will be a key creator of internal and external content to support new feature launches that will impact millions of customers!
• You will help drive process development and improvements to foster positive customer experiences. 
• You’ll use your expert knowledge and experience to uplevel junior team members and establish best practices throughout the organization. 

Here's more of what you will get to do:

• Create and Manage Content: Translate feature and product details into easy-to-understand content that engages and empowers our internal support teams and OfferUp customers. Deliver audience-appropriate content across internal and customer-facing knowledge bases and apply your knowledge to identify discrepancies and drive improvements.
• Collaborate and Advise: Develop and implement large-scale content projects with cross-functional dependencies. Partner with Sales, Customer Support, and Product teams to understand product functionality and support needs in the context of the support agent and customer experience. Collaborate cross-functionally to simplify complex processes into elegant, end-user-focused solutions and review deliverables with stakeholders to gather and offer feedback, and ensure accuracy and alignment. Partner with the training team to ensure content and instructional strategies are accurate and aligned based on audience needs.
• Drive Process and Improvement: Proactively identify how business changes intersect with content needs and suggest changes for a better customer experience. Lead projects to drive improvements (tools, processes, style guide, etc.) and keep Knowledge Management up to date with industry standards as we scale with business needs. Anticipate the needs of the Operations team, then assist with drafting and editing proposals for improvements that drive agent engagement and decrease ticket handling time.
• Analyze and Strategize: Make data-driven decisions to improve article clarity and search relevance. Dive deep to identify data points to address engagement challenges and offer viable solutions. You will also identify and advocate for process efficiencies to reduce noise and solve for ambiguity by sharing your strategies with stakeholders.
• Lead and Mentor: As a senior member of the team, you will uplevel junior team members and help establish best practices throughout the team and organization. Collaborate with team members and lead or participate in projects outside your normal scope of work, such as training or process improvements.

You'll thrive in this role if you have: 

• Experience: 3-5 years of relevant content management experience. 1-2 years of experience with Sales or B2B support content.
• Proficiencies: A demonstrated proficiency in change communication and instructional writing, with the sound editorial judgment needed to provide feedback on content from others. Your experience working in an agile environment means you have a deep and accurate understanding of your audience. You are skilled at designing process improvements and analyzing workflows, and you have a proven ability to distill complex processes into simple, precise, and engaging language.
• Skills: A track record of successfully handling multiple projects at once, consistently meeting deadlines independently. Your strong critical thinking skills and business acumen enable you to resolve complex issues in creative and effective ways, using data to drive your decisions. You clearly articulate project trade-offs and recommend the best path forward. You have a refined attention to detail, impressive organizational skills, and an eye for consistency.
• Collaboration: A demonstrated ability to work effectively across teams, incorporating stakeholder feedback to reach alignment. You possess the confidence to communicate blockers, determine if requested deadlines can be met, and collaborate to find solutions. In a fast-paced and sometimes ambiguous environment, you can take ownership and drive projects forward, and you also know when to ask for help. You excel at building lasting relationships with internal and external stakeholders, fostering an environment of open communication and collaboration.
• Systems & Data: Experience using content management and enablement systems such as Jira, Zendesk, Confluence, and Salesforce. Additionally, you are proficient in data analysis and making data-driven decisions.

Helpful, but not required 

• A bachelor’s degree in Communications, Journalism, English, or other related experience.

Target Compensation: $93,000 - $95,000 yearly