Customer Support Content Manager (CSC0126)

Job Purpose

• The Content Manager is the architect of Moniepoint’s knowledge ecosystem. Your mission is to ensure that every piece of information—whether used by an agent in a live chat or a customer interacting with a bot—is accurate, simple, and helpful.
• As we scale, you will bridge the gap between complex product updates and human-centric support. You ensure our teams have the right "Source of Truth" to deliver financial happiness, reducing effort for both our customers and our staff.

Key Responsibilities
Knowledge Base Ownership & Governance:

• The Single Source of Truth: Own and maintain the Customer Support Knowledge Base, ensuring it remains the definitive guide for all support interactions.
• Standards & Strategy: Establish content standards and templates that keep our SOPs, guides, and articles consistent and easy to navigate.
• Continuous Auditing: Lead regular content reviews to prune outdated info and ensure our knowledge stays as fast-paced as our product launches.

Bot Knowledge & Automation:

• Teaching our Bots: Develop and manage the repository that powers our chatbots and AI tools.
• Closing the Gaps: Analyze bot-to-human escalations to identify where our automated knowledge is missing the mark and iterate quickly.
• Scaling Self-Service: Partner with engineering teams to improve how customers find answers themselves, driving higher containment rates.

Content Design & Optimization:

• Make it Simple: Translate technical product specs and complex policies into clear, conversational guidance that anyone can understand.
• Fast Consumption: Design content specifically for high-pressure environments, ensuring agents can find and use information in seconds during live interactions.
• Customer-Facing Clarity: Create help center content that empowers customers to solve problems without needing to reach out.

Cross-Functional Collaboration:

• Product Sync: Work with Product Managers to ensure support content is ready before new features go live.
• QA Alignment: Partner with the Quality Assurance team to ensure our knowledge articles actually drive the service standards we’ve set.
• L&D Integration: Ensure that what we teach new hires in onboarding matches the live documentation in the knowledge base.

Insights & Performance:

• Measure Success: Track how effectively our knowledge is being used by monitoring metrics like agent usage, miscategorization rates, and bot accuracy.
• Data-Driven Iteration: Use support data and feedback loops to identify "high-friction" topics and rewrite content to solve them.

Qualifications

• 3–6 years of experience in Knowledge Management, Content Strategy, or Technical Writing within a fast-paced environment (Fintech, Telecoms, or SaaS preferred).
• Proven experience managing professional Knowledge Management Systems (KMS) or Help Center platforms.
• Exceptional writing skills with the ability to turn jargon into "regular guy" language.
• Experience working with AI training or chatbot logic is a significant plus.

About You:

• The Synthesizer: You can take a 20-page product manual and turn it into 5 clear bullet points without losing the core meaning.
• Information Architect: You enjoy organizing chaos and building structures that make information easy to find.
• User-Centric: You don't just write for accuracy; you write for the person on the other end of the screen who needs a quick solution.
• Relentless Iterative: You aren't satisfied with "done." You are always looking for ways to make an article shorter, clearer, or more helpful.

What Success Looks Like:

• High Information Freshness: 100% of support articles are reviewed and updated within 48 hours of a product change.
• Reduced Agent Effort: A measurable decrease in "miscategorization" errors and a higher internal "Article Helpful" rating from agents.
• Lower Customer Effort: Increased bot containment rates and a rise in self-service success scores.
• Brand Consistency: All support content adheres to the Moniepoint Tone of Voice—factual, human, and direct.

What We Can Offer You

• Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all voices are heard, and we look out for one another. Above all, we are human.
• Learning: We have a learning- and development-focused environment with an emphasis on knowledge sharing and training.
• Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus, plus other benefits.