Knowledge Content Associate

  • Vollzeit
  • Berlin

Webseite N26

The mobile bank. The bank the world loves to use.

Knowledge Management – Associate
About the opportunity

We are currently looking for a Knowledge Management Associate with a strong background in Knowledge management, technical writing, communications and KM technology to support the improvement and maintenance of our internal knowledge bases, and customer facing support centre.

In your next challenge you will

Collaborate with internal stakeholders to develop knowledge base content/processes used by internal agents
Learn complex concepts, and communicate information in a way that is engaging and understood by operational support teams
Plan, develop, and organise new and existing product and process content in Knowledge base used by agents and the customer facing website
Develop, maintain and improve content used by customer service agents to communicate with customers
Use past experience to recommend improvements to tools and processes which best support our operations specialists
Establish KPIs and develop reports as needed
Create customer facing communications as needed
What you’ll need to be successful

Passionate for making the complicated seem simple by writing in a manner that is succinct yet comprehensive
The ability to making challenging, complex ideas, concepts, and tasks understandable to front line customer support specialists as well as customers
Strong desire to continually improve the user experience for front line specialists and customers
Proven ability to not only respond to specific requests but understand the context in order to solve more complex challenges
Technical writing experience
Strong written and verbal communications and experience working with content in multiple mediums
Experience working cross-departmentally to communicate the nuts and bolts of a product and support materials
Strong experience owning an end-to-end Knowledge Base and Customer Facing website documentation creation process
Excellent attention to detail and the ability to prioritise and work on multiple projects in a fast-paced, changing environment
Background and skills

Background in Knowledge Management in a contact centre environment
Relevant experience in KM structures and taxonomy
Experience with KCS model of knowledge and content management
Experience with multiple KM technologies
Experience with Salesforce

Actively help yourself (and others) be successful
Continuously learn and challenge the status quo
Think globally, act locally
Strong bias for action
Give and receive open, direct and timely feedback
What’s in it for you:
Accelerate your career growth by joining one of Europe’s most talked about disruptors, and a LinkedIn Germany Top Startup Employer three years running 🚀
Personal development budget, discounted public transit pass, German language classes, fitness memberships, childcare services, N26 premium bank card, employee loans, and your choice of a Mac or Windows laptop
26 vacation days per year, with an additional day for each year of service – up to 30 days
A high degree of collaboration and autonomy while working with a group of diverse peers, and access to cutting edge technologies
A relocation package with visa support for those who need it
Who we are
N26 has reimagined banking for today’s digital world. Technology and design empower everything we do and it’s how we are building the global banking platform the world loves to use.

We’ve eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do.

Founded in 2013, N26 now has 7 million customers in 25 markets. Our talented team works across 8 global offices in Berlin, Barcelona, Madrid, Milan, Paris, Vienna and São Paulo.

Sound good? Apply now for this position.

N26 is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.

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