Knowledge Base Specialist - Part Time

As a Knowledge Base Specialist at Crossbeam, you’ll join a fast-growing Customer Success Team to take Crossbeam to the next level. With our team, quick thinking and problem solving are paramount. There is significant room for career growth as our company expands on the customer success tracks.

You will be the primary contributor of Crossbeam’s help center, which drives a customer’s ability to self-serve when they have questions. This includes updating and creating new help articles to answer customers’ frequently asked questions, optimally organizing articles for easy searching, identifying and updating tags for improved search results, and partnering with other Customer Success team members to ensure that customers can easily find the information they need and get answers to be successful in using Crossbeam. It is a unique opportunity to work directly with a seasoned Customer Success team and materially contribute to Crossbeam’s success.

• Product Knowledge: You will gain a deep understanding of the Crossbeam product, using internal documentation to stay connected to the product roadmap and new features
• Creating new help articles. Use resources like customer chat, support tickets, and our internal knowledge base to identify help article needs and create content.  
• Updating existing help articles. You will partner with the product and engineering teams to stay informed of upcoming releases and update related help center articles accordingly.
• Optimizing the customer experience. As you publish help center articles, you will stay mindful of best practices for organizing articles and using tags for the best search results.
• Prioritization. Managing multiple needs at once, you will triage and prioritize tasks as a part of your day-to-day, ensuring the most critical issues are addressed with appropriate urgency.
• Cross-team collaboration. Work with internal teams such as product, sales and engineering to understand customer needs and roadblocks, and identify content for the help center. 
• Product documentation. Coordinate with product marketing and product teams when necessary, to ensure that our customer-facing documentation is accurate and up-to-date.

• You have relevant work experience and are detail oriented in your work. (great opportunity for teachers, social workers, new grads, etc looking to get into tech!)
• You have excellent written communication skills. You take pride in your ability to write in a complete, succinct way to ensure the information leaves no questions unanswered. Grammar and spelling are a strength.
• You are able to translate technical instructions or issues into easy to understand language. You have a strong attention to detail and take pride in your ability to thoroughly explain a topic. 
• You understand the process and importance of keeping up to date documentation within a help center.
• You have strong active listening skills and enjoy communicating with others.
• You work best with a strong plan of attack. Your time management skills and ability to multitask allow you to come into each day with a clear plan of what you need to do.
• You’re proactive in your approach and strive to bring new ideas to the company.
• You are always learning. You would never say “we can’t do that because that is not how we do it here.” You actively seek and address feedback.
• It energizes you to see success. You are an instinctive problem solver who thrives on remedying issues.
• You speak your mind, have no issue raising concerns with your manager, but are also able to “disagree and commit” when things don’t go your way.
• When you don’t know how to do something, you’ll admit it and make a quick assessment of whether it’s something you can figure out, if you’ll need help, and where that help should come from.
• You enjoy working collaboratively with other departments such as sales, operations, customer success, and product teams.
• You just read this whole list and got more excited than concerned.

We go through the same interview steps for all Customer Success candidates to ensure equity in our hiring process.

Our process is designed to learn as much about each candidate as possible, as well as to give candidates access to our team and learn about what it's like to be on the CS team at Crossbeam. Topics will range from Product experience to problem-solving approaches and collaboration.

• First-round call with a Crossbeam in-house recruiter
•  A short take home test which will involve you reviewing a video tutorial, and creating a help article to document what is covered in the tutorial.
• The final Interview is set up to meet multiple folks in succession, here's how we break it up:
1. 45 minutes with Onboarding & Support Manager
2. 30 minutes with Head of Customer Success
3. 30 minutes with current members of the team

Deadline to apply for this position is December 1st

This is a part time, hourly* role. In addition, Crossbeam offers:

• Health Care Plan (Medical, Dental & Vision)
• Flexible PTO Policy
• Parental leave
• Stock Option Plan
• 401k Plan + Match
• Learning & Development Budget
• Remote Work Options
• Generous Wellness Stipend
• FSA

*Residents of Colorado: There is a minimum hourly of $20 plus equity and benefits for this position. Benefits may include, but are not limited to, health, dental, vision, 401k+ Match, flex PTO, parental leave, & fully remote work. Hourly for this role may vary depending on your location, skills, and experience.