Knowledge Strategist Team Lead

📋 Description

• Oversee readiness intake and publication to meet ≤10-day cycle targets.
• Act as primary Knowledge Strategy POC for CX pillars.
• Collaborate with L&D to align knowledge and training content.
• Serve as workflow SME for CX processes and app interfaces.
• Execute improvement requests from specialists, QA, and analytics.
• Lead and develop a small team of Knowledge Strategists/Associates.
• Drive quality, adoption, and governance-aligned content.
• Pioneer automation and AI adoption to scale readiness output.

🎯 Requirements

• 4+ years in process improvement or knowledge management in high-volume support.
• Strategic process optimization across end-to-end operations.
• CRM systems expertise: Salesforce and Genesys.
• Data-driven with CX metrics (AHT, FCR) and content metrics.
• Excellent written and verbal communication across cross-functional teams.
• Automation/AI experience; change management; cross-functional collaboration.

🎁 Benefits

• Flex First remote work policy.
• New hire equity grant and annual refresh grants.
• Competitive benefits and equity opportunities for remote roles.