Skip to contentSupport Operations Manager – Knowledge Operations
| Company | Nextdoor |
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| Location | San Francisco, CA, USA |
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| Salary | $95000 – $110000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- 3+ years of experience in customer support operations
- Experience creating and managing knowledge base articles in a Content Management System
- Excellent written communication skills with strong attention to detail
- Demonstrated experience optimizing knowledge to drive the success of AI solutions
- Data-driven mindset with experience using analytics to inform content decisions
- Proven ability to thrive in a fast-paced, dynamic environment and manage priorities effectively
- Strong interpersonal skills and ability to collaborate with stakeholders across varying disciplines and levels
- Ability to independently drive cross-functional projects to completion
Responsibilities
- Create, publish, and maintain knowledge articles and resources (e.g. email templates) used to support Nextdoor neighbors and customers
- Manage stakeholder requests for new or updated resources promptly, gathering necessary information
- Collaborate with stakeholders to define content strategies for new products and policies, and implement process improvements
- Translate complex information into clear, accessible language
- Establish and enforce content style and structure guidelines
- Implement and optimize AI knowledge solutions to enhance self-service
- Analyze data to identify knowledge and process gaps; partner with stakeholders to prioritize and resolve issues
- Monitor and drive key knowledge performance indicators (KPIs) such as self-service rate, article freshness, and search success
- Provide reporting and insights on knowledge resource usage, efficacy, and satisfaction
- Partner with Self-Service and Tools Program Managers on the design, optimization, and administration of support knowledge systems
- Support the Training Operations team in large-scale agent training initiatives as needed
- Participate in in-person Nextdoor events such as trainings, off-sites, volunteer days, and team building exercises
- Build in-person relationships with team members and contribute to Nextdoor’s company culture
Preferred Qualifications
- Experience with Salesforce Service Cloud and/or Salesforce Knowledge
- Experience formatting content using HTML and CSS
- Knowledge of User Experience Design best practices
- Proficiency with Google Analytics
