Support Knowledge Team Lead

1 Day ago • 2-2 Years

About the job

Summary_{By Outscal}

Lead a team of content writers, managing knowledge bases and developing content strategies for a fast-growing mobile game company. You'll ensure content accuracy, work with support and product teams, and analyze data to optimize customer journeys.

Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the world - and soon the moon! The company is headquartered in the heart of Tel Aviv.

We're looking for an independent leader, strategic and experienced with managing knowledge bases, with a love of creating customer journeys - in any which way (written content, visual content and more)

Responsibilities

Become a vital part of the Customer Support team, owning all of our Help Centers, developing and implementing a robust content strategy based on insights from Customer Support teams and data analysis.
Lead and define the roadmap and priorities for our team of Content Writers, setting personal goals, KPIs, SLAs.
Work closely with Support and Product teams to identify knowledge gaps and update content accordingly, ensuring continuous improvement of our knowledge bases.
Manage all written content utilized by Customer Support.
Collaborate with different teams to develop our brand guide and tone of voice.

Requirements

2+ years experience managing a Knowledge Base and / or Help Center / or Support Team.
2+ years of experience managing teams.
Experience working with data and making decisions based on data.
Ability to work with technical and non-technical written materials.
Customer-facing experience - advantage.
Content writing and/or editorial experience - advantage.
Native English and Hebrew speaker with excellent articulation skills.
Tech savvy with an understanding of the customer experience.