Knowledge Author

Knowledge Author

As Knowledge Author (Service Content) you develop high quality articles/content for use within our knowledge base by Customer Care teams and customers , in line with the overall knowledge management strategy and guidelines.

This includes developing, auditing, and maintaining content such as knowledge articles, How To guides, FAQs and informational articles.

You work closely with peers and stakeholders in the company like Product, UX, Brand and Marketing to deliver clear and concise content to users in the customer care frontline, and to customers in their support journey.

Your content will be translated into multiple languages by and with help of knowledge champions in the country Customer Care organisations. You need to be an excellent communicator and collaborator, always considering the end-to-end user and customer experience.

Main Responsibilities:

Create and update existing customer facing knowledge content in a clear and concise way, across various channels

Validate your content with local champions to translate your content to the local audiences (frontline staff and customers)

Validate and update existing Customer Services process documents and process maps

Transform existing process documentation into readable and easy to use instructions for CC and customers

Use qualitative and quantitative data, as well as key business metrics, to measure the impact of your work and transform those insights into new designs and content

Collaborate with other Knowledge Authors and Knowledge Champions to ensure messaging is aligned across all touchpoints, in line with our standards and guidelines

Develop, audit, and maintain high quality content for CC teams in a way that can also be utilised by customers through self-service

Work alongside product owners, UX specialists, analists, Customer Care expers and many others to develop and implement our service strategies through your writing

Qualifications & Skills:

At least 1 year hands-on writing experience in a service environment, e-commerce, UX, or similar capacity

Fluent English

Excellent writing and creative problem solving skills

You excel at creating intuitive, futureproof and scalable content

You are tech savvy and have a good understanding of how to derive data/insights from quantative and qualitative research

You bring a can-do attitude and work well in a (remote) team

You love feedback, responding with creative thinking and value-adding iterations

You like working with people of diverse backgrounds, cultures and areas of expertise

You are great at managing multiple projects and stakeholders

Self-starting team player

Pro-active working style

Detailed oriented

Customer first mentality

Getting-things-done focus, excellent at balancing short term result with long-term objectives

Reasons to join LYRECO:

A full- time job in a dynamic, passionate, international team

Modern office in Olivia Business

You will work in hybrid work model in Marly, Valenciennes

If the above job description interests you and you think you are a good fit, apply now We look forward to receiving your application.

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