Knowledge Base Lead

We're hiring a Knowledge Base Lead!

About this position

As the Knowledge Base Lead, you will take on a leadership role in managing and enhancing our organization's Knowledge Base. This includes overseeing a team responsible for maintaining the internal Customer Service Knowledge Base, encompassing the external Help Center. Your responsibilities will span team leadership, content quality, international support, and collaboration with subject matter experts to drive customer service excellence and cost reduction.

Who will love this job?

• A collaborator, you love to partner with others in your work and drive results in fast paced environments.
• A team steward, you are motivated to do your best work and strive to elevate the entire team.
• A clear communicator, you can distill big ideas in to concise and articulate messages for a diverse and broad audience. Talking to you makes the "light bulbs" go on in other people's minds

What you'll do

• You provide supervision, coaching, and training to Knowledge Base Publishers, ensuring high competence and productivity.
• You partner with international expansion efforts and teams to build a scalable international strategy and platform to properly maintain knowledge.
• You lead planning, project management, and execution activities when creating new Knowledge Base instances for future markets.
• You maintain the established service level agreement for fulfilling requests to the Knowledge Base Team, including new content creation, content updates, and addressing new questions.
• You utilize industry best practices, including the Information Mapping methodology, to create and maintain high-quality articles and FAQs.
• You ensure the look, tone, and feel of article content aligns with strategic business, branding, and market objectives.
• You work towards and achieve the goal of deflecting contacts, empowering customers to self-serve, streamline information, and facilitate legal approval.
• You ensure knowledge materials are proofread with a keen attention to detail.
• You act as the point of contact for the official style guide, ensuring a consistent standard across the organization.
• You support a world class standard of writing across the organization by supporting departments, teams, and leaders in applying style guide standards.
• You collaborate with fellow Customer Service Leaders to create and maintain a fun, helpful, and high achieving team culture with a shared goal of Customer Service excellence.
• You act as a final stakeholder for all new and revised KB content by providing editing, proofreading, and feedback on articles and communications.
• You drive Plexus' customer experience results through creation and editing of easy-to-consume content, delegating responsibilities to project team as warranted by project scope.
• You advocate throughout the company for the use of content best practices.

You should have

• Associates Degree or equivalent related experience.
• You have at least three years' experience with Knowledge Base publishing content, tools, and softwares.
• You have the ability to collaborate with others and thrive in team environments.
• You have strong writing and editing skills.

About Plexus

Plexus Worldwide is a leading direct-sales company founded in Scottsdale, Arizona, where it remains a top employer and economic driver. For the past 14 years, Plexus has been focused on igniting hope, health, and happiness, through their science-backed nutritional products and skincare, as well as an exciting home-based entrepreneurial opportunity.

As a 6-time Best Places to Work winner, the company enjoys a strong organizational culture and has a deep commitment to giving back to communities in need.

Our Core Values

We contribute to the overall growth and success of Plexus by embracing the Plexus core values:

• We are One Plexus.
• We are accountable.
• We get the job done right.
• We empower others.

Benefits

• 401k program with a company match and immediate vesting.
• Quarterly bonuses based on company profitability.
• Weekly drawings for gift cards and cash.

Thank you for taking the time to apply for an opportunity with our One Plexus team! If you had any issues during the application process, please contact us directly at [email protected] .

We are committed to protecting the privacy and security of your information. Visit our Candidate Privacy Notice for additional information.

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