Knowledge Base Manager

Your new company

A lot has changed at Frontify over the last decade, but people continue to be at the heart of our vision. 

Every day, we empower thousands of brand builders worldwide — including teams at Lufthansa, KIA, Vodafone, and Uber — to create brands that have an impact. Our more than 300 employees collaborate and engage in and around our headquarters in St. Gallen, Switzerland, and offices in London and New York City. And we’re looking for new team members to join us. 

We’re built on a collaborative culture of experimentation, trust, and transparency. If you want to help us achieve our mission of creating a home where brands can thrive, read on.

Your team

We’re a diverse team of generalists who aim to know everything about anything Frontify. We love asking questions that drive learning and bringing that knowledge to colleagues and customers. Working cross-functionally, we bridge gaps between Technology, Business, and Services to create a panoramic view of the business. We’re a team that’s all about trying new things, and we’re people who value creativity, autonomy, transparency, solidarity, and boast a can-do attitude.

Your Mission

You will collaborate closely with Customer Support, Product, and Engineering teams to ensure that the knowledge base is optimized for AI solutions, facilitating accurate and effective auto-responses and empowering our customers to find answers quickly and independently. You will be pivotal in unifying our internal and external knowledge resources. This includes involving and aligning disparate knowledge bases into one cohesive platform serving our customers and internal teams.

Your Responsibilities

Customer Support:

- Support customers by identifying their knowledge base needs and providing appropriate assistance.

- Understand customer challenges and provide the necessary resources.

Content Management and Optimization:

- Structure and organize the knowledge base for easy access.

- Create, manage, and optimize content for both customers and internal use.

- Ensure content is AI-ready, suitable for NLP and machine learning.

- Regularly audit and update content based on product changes and feedback.

Collaboration and Stakeholder Management:

- Regularly engage in customer support interactions to stay attuned to ongoing issues, customer pain points and evolving needs.

- Coordinate with various teams to address customer pain points in the knowledge base.

- Work with experts to ensure accurate product information.

- Communicate updates and improvements to stakeholders.

Performance Analysis and Reporting:

- Track and analyze knowledge base metrics to find improvement areas.

- Implement strategies to boost adoption and reduce support tickets.

Training and Support:

- Train Customer Support agents on using and contributing to the knowledge base.

- Guide internal teams on best practices for content creation.

User Experience (UX) Optimization:

- Design a user-friendly knowledge base to improve customer experience.

- Collect and analyze user feedback for continuous improvement.

- Optimize content for better searchability within the knowledge base.

Your Story

• You can work in a hybrid format where you’re able to work on-site in our New York office 1-2 times a week, and then choose where works best for you for the rest of the week.
• You have previously built and maintained an intuitive, user-friendly knowledge base interface that enhanced customer experience.
• You have experience maintaining the structure of a knowledge base, ensuring content was logically organized and easily accessible.
• You have experience coordinating with Customer Support, Technical Solutions, Product, Product Marketing, and Customer Success teams to identify common customer pain points and ensure the knowledge base addresses them.
• You have previously implemented strategies to increase knowledge base adoption and reduce incoming support tickets.
• You have provided training to Customer Support agents on effectively using and contributing to the knowledge base.
• You speak English fluently.

Why join us?

· We want to see you thrive; we’ll provide you the tools to shape your place and future at Frontify.

· We have a product that helps to connect brands and people with a human element.

· We offer you the chance to enjoy your work, offering flexibility, opportunity, and exposure to new technologies and ideas.

· We are a social bunch so if you are an animal lover, a student of yoga, or love travel, we have all the slack channels you need!

What we offer

· We encourage you to take at least 5 weeks of holiday

· Sponsored medical, dental and vision plans + 401k plans

· Budget for home office set-up

· Annual salary review

· Additional localized benefits

· Invite to our annual, summer company meet-up

Important to us

At Frontify, we believe in being true to ourselves: We are committed to creating and fostering an inclusive environment of vibrant individuals whose diverse perspectives build our collective future. We aim to provide equal opportunities and nurture a workplace free of harassment and discrimination.

Next steps

1) Send us your CV and answer some questions: You’ll hear back from us with updates on your application.

2) Virtual call with the recruiter: You’ll meet the Talent team to discuss Frontify, the role, and your passions and skills.

3) Virtually meet the team: You’ll meet your new team over a few calls. You’ll discuss the role, showcase your skills through your answers or a task (or both), and get a feel for the brand-new journey that’s awaiting you.

4) Join us: If all goes well, you’ll join Frontify’s journey soon.

We also want to let you know that we may run preliminary checks on successful candidates. In the instance we run a preliminary check, it will depend on the role you are applying for and will be done in accordance with the applicable law of the country of employment. We’ll provide you with all the details about the next steps during the interview process.