FAQs
Do we support remote work?
Yes, this position is fully remote.
What is the primary responsibility of the Operational Knowledge Base Lead (OKB)?
The primary responsibility of the OKB Lead is to ensure call center agents have access to accurate and up-to-date operational knowledge bases and resources to deliver exceptional customer service.
What qualifications are required for this role?
A minimum of 3 years of work experience in a knowledge base development role in a contact center environment, along with experience in creating, directing, and improving operational processes and documentation, are required.
Is experience in specific industries preferred for this position?
Yes, experience in travel/hospitality, fintech, or SaaS industries is considered a bonus.
What type of documentation will the OKB Lead be responsible for?
The OKB Lead will manage the creation, maintenance, and organization of policy and procedure documentation, including “How To” guides, SOPs, FAQs, and troubleshooting documentation.
How important is collaboration with other teams?
Collaboration is crucial, as the OKB Lead will partner with Operations, Training, and Quality Assurance teams to gather feedback and continuously improve knowledge resources.
What tools and systems should the OKB Lead be familiar with?
Familiarity with knowledge management systems and content organization tools, as well as customer support tools like CRM systems and self-service platforms, is preferred.
How does the company support continued learning and development for employees?
Super.com emphasizes career progression and offers opportunities for learning and impact, making it a priority to supercharge employees' careers.
What metrics will the OKB Lead use to assess the knowledge base's effectiveness?
Metrics such as usage frequency, resolution times, and agent feedback will be tracked to drive ongoing improvements in the knowledge base.
Are there accommodations available for candidates during the selection process?
Yes, accommodations are available upon request for candidates participating in all aspects of the selection process.