Knowledge Base Manager
Skills
About the Role
You will create and maintain FAQ and knowledge base content to provide a seamless self-service experience. You will analyze user inquiries and support data to identify knowledge gaps, structure content for discoverability, integrate content into self-service platforms and automation tools, and collaborate with support, product, and compliance teams to ensure accuracy, clarity, brand tone, and regulatory adherence.
Requirements
- Experience in content creation knowledge base management or help center development (preferably in fintech crypto or tech products)
- Strong writing and editing skills with the ability to explain complex concepts in a clear and user friendly way
- Experience analyzing user inquiries support tickets or search data to identify content gaps and prioritize updates
- Understanding of information architecture and ability to structure FAQ content for intuitive navigation and discoverability
- Ability to collaborate effectively with support product and compliance teams
- Attention to detail and commitment to accuracy consistency and quality of content
- Experience working with brand tone of voice and style guidelines
- Basic understanding of regulatory and compliance requirements (especially in fintech or crypto is a plus)
- Experience integrating content into self service flows chatbots or automation tools is a strong advantage
- English (B2+) and Russian
Responsibilities
- Create maintain and regularly update FAQ content
- Analyze user inquiries to identify emerging topics and knowledge gaps
- Optimize FAQ structure and content organization to improve navigation and searchability
- Collaborate with support and cross functional departments to ensure alignment
- Ensure accuracy clarity and ongoing relevance of all FAQ content
- Maintain consistency with brand tone and adherence to regulatory requirements
- Integrate FAQ content into self service platforms and automation tools
Benefits
- Remote setup with access to hubs in Dubai Yerevan London and Belgrade
- Compensation for medical expenses
- Provision of necessary equipment
- 20 working days of paid vacation annually
- 11 days off per year
- 14 days of paid sick leave
- Access to internal conferences English courses and corporate events
- Regular performance reviews