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Operational Knowledge Base Lead (OKB) (Remote!)

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Business, Operations & Strategy
  • Los Angeles
  • Quick Apply

AI generated summary

  • You need 3+ years in OKB development or similar in contact centers, strong organizational skills, knowledge management experience, excellent communication, and a focus on data-driven improvements.
  • You will manage and update the knowledge base, create content, collaborate with teams for feedback, support training, track metrics, and drive improvements to enhance agent and customer satisfaction.

Requirements

  • Minimum of 3 years of work experience in a OKB development role in a contact center environment, operational documentation, or related roles, ideally within a fast-paced customer service or contact center environment
  • Proven experience to create, direct, and improve operational processes and documentation
  • Strong organizational techniques and attention to detail, with the experience to prioritize and maintain multiple projects effectively
  • Familiarity with knowledge management systems and content organization tools
  • Excellent communication skills, with an ability to collaborate effectively with cross-functional teams
  • Ability to drive operational improvements through data-driven insights and process optimization
  • Experience working in customer service or BPO environments

Responsibilities

  • Knowledge Base Management: Lead the development and maintenance of a comprehensive knowledge base, ensuring that agents have access to clear, concise, and actionable content that aligns with Super.com’s operational policies and procedures
  • Process Development: Work closely with cross-functional teams to design, document, and update operational processes, ensuring they are tailored to enable agent success in achieving policy and solving customer inquiries
  • Content Creation & Maintenance: Create and curate “How To” guides, SOPs, FAQs, and troubleshooting documentation that reflect up-to-date policies and procedures. Ensure all knowledge articles are easily searchable and formatted for quick agent access
  • Collaboration & Feedback: Partner with Operations, Training, and Quality Assurance teams to gather feedback and insights for continuous improvement of knowledge resources. Ensure that documentation reflects current operational realities
  • Process Setup: Set up scalable knowledge workflows that allow agents to adapt to changing policies or new product launches. Ensure the agent-facing processes are logical, easy to follow, and contribute to improving key metrics like CSAT and TTR
  • Training Support: Collaborate with training teams to incorporate knowledge resources into agent onboarding and ongoing training programs. Ensure the knowledge base is a core part of agent self-learning
  • Continuous Improvement: Continuously monitor and improve the knowledge management process by collecting data on the use and effectiveness of the OKB, identifying gaps, and proposing solutions to enhance agent efficiency and customer satisfaction
  • Metrics & Reporting: Track and report on the effectiveness of the knowledge base, using KPIs such as usage frequency, resolution times, and agent feedback to drive ongoing improvements

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.

Helping people spend less, save more, and build credit.

Finance
Industry
201-500
Employees
2016
Founded Year

Mission & Purpose

Super.com is a technology company at the intersection of fintech and commerce that empowers users to spend less, save more, and build credit - so they can make the most of life. Super.com is home to the best prices on everything - from discounted everyday items to great hotel deals - and it’s the hub that enables rich cashback and credit building on every transaction. The company is trusted by over 7 million customers, helping them save over $150M to date. Super.com is backed by Steph Curry and has raised over $100MM USD and surpassed $1B in sales.