[Hiring] Content Editor, Internal Knowledge Base @Apollo.io

Content Editor, Internal Knowledge Base will Maintain and improve our internal Support knowledge base. This role ensures that existing documentation remains accurate, relevant, and easy to use. By keeping content up to date, you'll directly contribute to the efficiency of our customer support team and enhance the customer experience.

Responsibilities

• Regularly audit and update existing knowledge base articles, FAQs, and troubleshooting guides to ensure accuracy and clarity.

• Ensure all content reflects the latest product or process updates within 48 hours of release or escalation.

• Work closely with customer support teams to identify knowledge gaps and areas for improvement.

• Incorporate feedback from quality assurance teams, customer interactions, and analytics to refine content.

 • Maintain a well-structured, searchable knowledge base with proper categorization and tagging.

 • Improve content accessibility and usability for internal and external users.

• Participate in quality improvement initiatives based on customer feedback and data analysis.

 • Collaborate with Enablement and training teams to align documentation with operational needs.

Competencies

• Attention to Detail: Ensures accuracy, completeness, and error-free content.

• Problem-solving: Proactively addresses knowledge gaps.

• Collaboration: Aligns knowledge base resources with operational needs.

• Customer Obsession: Prioritizes clear and concise information to enhance user experience.

 • Adaptability: Quickly responds to changing priorities and information.

• Technical: Proficient in CMS platforms and data analytics for content performance tracking.

• Communication: Strong writing, editing, and verbal skills for collaboration and training.

• Organizational: Efficiently manages multiple tasks with strong documentation practices.

 • Analytical: Uses data and feedback to audit, improve, and optimize content.