Jr. Knowledge Base Administrator @ Imperfect Foods

Jr. Knowledge Base Administrator

Posted on 1/18/2023

INACTIVE

Locations

Remote

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Requirements

1+ year of customer service experience
Excellent writing skills and the ability to learn and create process documentation and/or reference information
Ability to articulate complex technical topics clearly (both written and verbal)
Ability to verbally communicate customer experience pain points to various levels of the organization
Highly organized and strong attention to detail
Ability to problem-solve and think on your feet
Experience with Kustomer or similar customer service software
Impeccable computer skills and knowledge
Experience gathering & presenting data
Bachelor's degree preferred
You're passionate about product knowledge and sharing your learnings with colleagues
You are the one that is always taking the initiative to draft a procedure
You can find the typos in any article (a real copy ninja.. It's a talent)
You enjoy working both collaboratively and independently
You always want to be “in the know”
You enjoy structure when it comes to content
You're excited about Misfit Market/Imperfect Food's mission to fight food waste
Sedentary work; involves sitting most of the time
Regular work with computers, including keyboards, mouses, and screens

Responsibilities

Gather institutional knowledge and consolidate it into a user-friendly Knowledge tool
Provide clear and concise processes and workflows within Knowledge Base
Drive awareness and adoption of Knowledge base processes and systems
Partner with Subject Matter Experts throughout the organization to create, author, and implement knowledge offerings
Create and update knowledge base (FAQs) and research various sources of information to keep current
Maintain an accurate Knowledge Base, including regular reviews of existing information and updating and/or removing information that is no longer valid
Continuously improve self-service and faster case resolution with a focus on ease of access to information
Edit knowledge articles for grammar and spelling
Take ownership of assigned knowledge base projects and initiatives

About Imperfect:

Founded in 2015, Imperfect Foods, a Certified B CorporationTM (B CorpTM), is the leading online grocer at the forefront of eliminating food waste and building a better food system. We work directly with farmers and producers to rescue, redistribute, and develop goods across multiple grocery categories, and to date have rescued more than 150 million pounds of food from lesser outcomes. Our customers enjoy a customizable service that is more affordable and more environmentally friendly than the average trip to the grocery store.

Mission:

At Imperfect Foods, we’re on a mission to eliminate food waste and build a better food system for everyone.

Net Zero Carbon Commitment:

Imperfect Foods pledged to become a net-zero carbon operation by 2030. To do that, we’re working to optimize every part of our business operations and supply chain to mitigate waste, and are switching to 100% renewable energy in our fulfillment centers and vehicle fleet by 2027.

Please consider completing the optional Diversity, Equity, and Inclusion (DEI) survey below. Doing so will help keep us accountable for the DEI commitments we have made as a company. By choosing to disclose elements of your identity, you are informing us about our candidate pool and the ways we can continue to improve making Imperfect Foods an inclusive company for everyone. Responses will in no way affect your candidacy for the position you apply for. Information collected will be kept secure and confidential and will be used solely to evaluate our DEI efforts. We thank you in advance for helping us to become a better company for people of all backgrounds.

About the Role:

We’re looking for an innovative problem-solver who can support our existing Knowledge Base System. The Jr. Knowledge Base Administrator will be working across multiple departments including Customer Care, Supply, Marketing, Product, Operations, Merch, and People to create content in our knowledge base, increase the findability of content, and fill content gaps. The Jr Knowledge Base Administrator will support the organization by providing Customer Experience reports.

Responsibilities:

Gather institutional knowledge and consolidate it into a user-friendly Knowledge tool
Provide clear and concise processes and workflows within Knowledge Base
Drive awareness and adoption of Knowledge base processes and systems
Partner with Subject Matter Experts throughout the organization to create, author, and implement knowledge offerings
Create and update knowledge base (FAQs) and research various sources of information to keep current
Maintain an accurate Knowledge Base, including regular reviews of existing information and updating and/or removing information that is no longer valid
Continuously improve self-service and faster case resolution with a focus on ease of access to information
Edit knowledge articles for grammar and spelling
Take ownership of assigned knowledge base projects and initiatives

Skills and Qualifications:

1+ year of customer service experience
Excellent writing skills and the ability to learn and create process documentation and/or reference information
Ability to articulate complex technical topics clearly (both written and verbal)
Ability to verbally communicate customer experience pain points to various levels of the organization
Highly organized and strong attention to detail
Ability to problem-solve and think on your feet
Experience with Kustomer or similar customer service software
Impeccable computer skills and knowledge
Experience gathering & presenting data
Bachelor’s degree preferred

About You:

You’re passionate about product knowledge and sharing your learnings with colleagues
You are the one that is always taking the initiative to draft a procedure
You can find the typos in any article (a real copy ninja.. It’s a talent)
You enjoy working both collaboratively and independently
You always want to be “in the know”
You enjoy structure when it comes to content
You’re excited about Misfit Market/Imperfect Food’s mission to fight food waste

Details of Position:

This is a full-time, exempt position reporting to a manager or director
Competitive benefits package including health care, paid vacation, 401K, paid parental leave, and free groceries (location dependent)
Salary range for this position is $37K-48K annually

Physical Requirements:

Sedentary work; involves sitting most of the time
Regular work with computers, including keyboards, mouses, and screens

Imperfect’s commitment to DEI

Imperfect Foods is steadfast in its commitment to being an actively anti-racist company.

We understand that it is necessary to take ownership and accountability for building an equitable workplace where all members of our organization can truly belong. It is our responsibility to ensure that every department at every level of our business reflects the diversity of the world we live in. We aim to achieve this through our hiring practices and by championing Diversity, Equity, and Inclusion (DEI) programming that fosters a supportive work environment where everyone can thrive and have connections across teams.

DEI programming is available for all employees and we highly encourage staff participation. It is only with everyone’s unique perspectives, experiences, and beliefs that we can help shape a culture of belonging and create an environment where all Imperfectionists are celebrated.

U.S. E-Verify Notice: Imperfect Foods participates in E-Verify in the United States. Imperfect will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

Visa Sponsorship: We are interested in every qualified candidate who is eligible to work in the United States, however, we are not able to sponsor visas at this time.

1,001-5,000 employees

Website

Sustainably sourced food delivery

Company Overview

Imperfect Foods is on a mission to eliminate food waste and build a better food system for everyone.

Benefits

Free Imperfect credit
401(k)
Competitive Pay
Stock Options
Medical, Dental, & Vision insurance
Parental Leave

Company Core Values

Bring an Appetite: We’re ready. We work eagerly and with clear purpose. We always look for new, better ways to do things and are committed to improving ourselves and our work.
Lead with Heart: We believe that taking good care of ourselves and bringing positive, collaborative energy is half the battle.
Be Imperfect: We believe what’s different about us is what makes us valuable, and that personal and team growth are fueled by learning from mistakes.
Use the Whole Carrot: We believe all resources are valuable and should be used with care. We strive to cut waste in all its forms.
Grow the Movement: We instill a contagious passion for our mission in those we manage and serve. We constantly seek ways to up our game—signups, hiring, and beyond!