Salary Range: 66000 to 159000 (Currency: USD) (Pay period: per-year-salary)

Challenges you’ll solve

• Knowledge Base Management: Lead the development and maintenance of a comprehensive knowledge base, ensuring that agents have access to clear, concise, and actionable content that aligns with Super.com’s operational policies and procedures.
• Process Development: Work closely with cross-functional teams to design, document, and update operational processes, ensuring they are tailored to enable agent success in achieving policy and solving customer inquiries.
• Content Creation & Maintenance: Create and curate “How To” guides, SOPs, FAQs, and troubleshooting documentation that reflect up-to-date policies and procedures. Ensure all knowledge articles are easily searchable and formatted for quick agent access.
• Collaboration & Feedback: Partner with Operations, Training, and Quality Assurance teams to gather feedback and insights for continuous improvement of knowledge resources. Ensure that documentation reflects current operational realities.
• Process Setup: Set up scalable knowledge workflows that allow agents to adapt to changing policies or new product launches. Ensure the agent-facing processes are logical, easy to follow, and contribute to improving key metrics like CSAT and TTR.
• Training Support: Collaborate with training teams to incorporate knowledge resources into agent onboarding and ongoing training programs. Ensure the knowledge base is a core part of agent self-learning.
• Continuous Improvement: Continuously monitor and improve the knowledge management process by collecting data on the use and effectiveness of the OKB, identifying gaps, and proposing solutions to enhance agent efficiency and customer satisfaction.
• Metrics & Reporting: Track and report on the effectiveness of the knowledge base, using KPIs such as usage frequency, resolution times, and agent feedback to drive ongoing improvements.

About you

• Minimum of 3 years of work experience in a OKB development role in a contact center environment,; operational documentation, or related roles, ideally within a fast-paced customer service or contact center environment.
• Proven experience to create, direct, and improve operational processes and documentation.
• Strong organizational techniques and attention to detail, with the experience to prioritize and maintain multiple projects effectively.
• Familiarity with knowledge management systems and content organization tools.
• Excellent communication skills, with an ability to collaborate effectively with cross-functional teams.
• Ability to drive operational improvements through data-driven insights and process optimization.
• Experience working in customer service or BPO environments.

Bonus Points!

• Experience in travel/hospitality, fintech, or SaaS industries.
• Business Process Improvement Certification (Green / Black Belt)ops
• Familiarity with customer support tools like CRM systems (e.g., Gladly) and self-service platforms.
• Experience in optimizing customer service agent workflows and policies to improve key metrics such as CSAT and TTR.