We’re looking for a Knowledge Management Analyst to join our Self Help Support division of our Customer Support team to help scale the self-service experience for both our customers and our global support team. The ideal candidate is an exceptional writer with an innate ability to organize complex information into easily consumable and discoverable content, while also identifying and solving issues with existing support documentation.

This role will report to the Manager of the Knowledge Management team, and will collaborate with numerous teams across the organization to plan for product releases and audit existing materials. You will be encouraged to be innovative in improving our self-help experience as a whole as our team and business grow.

What you’ll do:

  • Work with support specialists, product managers, and other subject matter experts to write and maintain the articles in our knowledge bases and advise on language and SEO best practices
  • Closely collaborate with our support team to identify and remedy knowledge gaps.
  • Regularly audit and evaluate content for freshness and accuracy.
  • Assist with building and iterating our automated support experiences to assist customers with common questions and issues.
  • Review data, insights, and benchmarks and leverage these to drive content decisions.
  • Contribute ideas and initiatives to improve our help content strategy and the self-serve experience.

Skills and knowledge you should possess:

  • 3-5 years experience, ideally in a support role with some experience producing help documentation, working on knowledge bases, or writing support content.
  • Outstanding writer with excellent command of English language and able to articulate insightful information to customers of all knowledge levels.
  • Comfortable using style guides and templates.
  • Knowledge of Zendesk Support, Zendesk Guide (Help Center), Confluence Cloud, or a similar customer or content management system.
  • Familiarity with support automation tools such as chatbots.
  • Strong visual formatting sensibilities.
  • Comfortable working independently, including kicking off projects and staying accountable to deadlines.
  • Strong collaborator and clear communicator.

(Optional) Bonus points (nice skills to have, but not needed):

  • Experience with video products and terminology is a plus

Vimeo (NASDAQ: VMEO) is the world’s leading all-in-one video software solution. Our platform enables any professional, team, and organization to unlock the power of video to create, collaborate and communicate. We proudly serve our growing community of over 260 million users — from creatives to entrepreneurs to the world’s largest companies.

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.

Learn more at www.vimeo.com

Learn more at www.vimeo.com/jobs

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