Job Description
About the role
We are seeking an experienced Knowledge Management & Customer Experience Specialist to design, build, and continuously optimize a world‑class knowledge ecosystem that empowers global users through high‑efficiency self‑service and AI‑driven customer support. This role plays a critical part in shaping how knowledge is created, governed, and leveraged across Customer Satisfaction Centers, Support Training teams, and AI Customer Service systems.
What you will do
- Optimize industry‑leading SOP for Customer Satisfaction Center and Support Training teams.
- Build and maintain FAQs and knowledge bases to enable high‑efficient self‑service experience for global users.
- Provide and iterate knowledge base as the backbone for AI Customer Service system, powering intelligent Q&A and semantic search.
- Leverage AI and data analytics to establish content lifecycle governance standards to ensure efficient updates, clear str...