Senior Associate, Knowledge Management

What You'll Do:

• Have fun and get stuff done!
• Design and maintain processes and content that solve different customer issues/intent, updating our knowledge base with workflows that are easy to find and follow.
• Continuously create and enhance the external Support Site and our bot to provide relevant, up-to- date solutions for our customers. You monitor how it's performing and continuously iterate, making it better.
• Analyze data and regularly host roundtables with stakeholders to collect qualitative feedback to supplement the data. Making sure that the process and its content are optimized all the way from self help to advisor assistance.
• You make our content and knowledge easy to find and easy to use/understand.
• Assist in the launch of new products, features, and campaigns, contributing with your experience and push for the best possible customer experience.
• Contribute to the development of the Knowledge Management team’s roles and responsibilities.

Who You Are:

• Must be able to communicate (both written and verbal) effectively and persuasively with a variety of audiences including customers, front line advisors, peers, and leadership
• Experienced with writing content, process engineering and continuous improvement methodologies to help reduce the cognitive load on our Customer Service advisors
• Ability to interpret and understand the stories that data and feedback are telling, and then affect change as an output of those insights
• Collaborate with others toward a common goal through moving fast, clear communication, learning from failure, and respecting the diversity of your colleagues
• Project Management experience to plan and launch highly organized work in support of the company’s or team’s goals
• Appreciation for the customer experience and ability to analyze it for the benefit of advisors who support customers’ issues
• Excellent communication and interpersonal abilities
• Ability to work in a fast-paced environment, comfortable with failure and willing to view it as a learning opportunity
• Strong sense of focus and excellent attention to detail
• Experience working with a global team across several time zones
• A passion for and deep understanding of the technology and music space
• Experience with Google Applications

Where You'll Be:

• You will work out of the UK.
• Find more information about our Work From Anywhere options here.