Senior Knowledge and Process Specialist

Change the way the world travels

Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours.

Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step.

Team mission

The Care Operations team sits at the heart of delivering great experiences for our customers, suppliers, and partners. We set the operational standards that let GetYourGuide scale world-class customer service, with a focus on quality, efficiency, and continuous improvement. We work across the business to make sure every touchpoint in the customer journey is backed by solid processes and accurate knowledge.

Within Care Operations, the Process Improvement, Quality Assurance, and Learning Excellence team owns the processes, knowledge, and workflows our support teams rely on every day. As GetYourGuide moves to AI-powered customer service, we’re rebuilding our knowledge base to serve both human agents and AI systems. As Senior Knowledge and Process Specialist, you’ll own a domain of Care processes end to end and make them simpler, faster, and ready for automation, so more customers get the right answer the first time.

Your mission

• Own a domain of Care processes end to end, from the customer or supplier problem through to the flows, macros, and knowledge base articles that support it.

• Lead improvement projects with measurable outcomes, such as lower handling time, fewer repeat contacts, or higher customer satisfaction, and report on the impact you deliver.

• Turn changes from Product, Supply, and other GetYourGuide teams into clear process updates that our in-house and outsourced support teams can apply from day one.

• Write and maintain knowledge content that works for both human agents and AI systems, so our AI agent can resolve more contacts accurately on its own.

• Partner with Quality Assurance, Learning Excellence, and analytics colleagues to find where processes break down, diagnose the root cause, and fix it.

• Use AI tools to analyze contact data, draft and test content, and get to insight faster than manual work allows.

• Escalate with a proposal, not just a problem, and raise the bar for the team by sharing standards, templates, and what you’ve learned.

Your toolkit

• 3+ years of experience in knowledge management, process improvement, or customer care operations, with a track record of owning processes end to end.

• Hands-on experience writing and maintaining knowledge base content in Zendesk, Salesforce, or a comparable helpdesk.

• Strong change management skills, with experience leading improvement projects from diagnosis through rollout to measured result, and bringing stakeholders outside your own team along with you.

• You use AI tools consistently and effectively in your work, with concrete examples of how AI has improved your efficiency, quality, or impact.

• Strong analytical skills and comfort working with data to size a problem and measure whether your fix worked.

• Clear, structured writing and a sharp eye for detail.

• Fluent English.

Extras that give you an edge

• Experience using SQL to pull and analyze your own data.

• Experience writing knowledge content or flows for chatbots or AI agents.

• Experience working with outsourced customer service partners.

• Familiarity with process mapping or Lean methods.

• Background in travel, marketplaces, or a logistics-heavy industry.

How we’ll make your career journey extraordinary

• Annual personal growth budget and mentorship programs for continuous learning and development

• Work from anywhere in the world for 30 days per year

• A hybrid working approach with three days of in office collaboration (Mon, Tue, Thur) and two days of optional at home focus time.

• Opportunities to collaborate and socialize with team members through quarterly team events and yearly company-wide events

• Monthly transportation and fitness budget

• Discounts for you, your friends, and family on GetYourGuide activities

• Language reimbursement program

• Health and wellness benefits

And more…

#LI-Hybrid

How to apply

Submit your CV/resume in English using the form below. For tips and insights into our hiring process and culture, check out ‘how we hire’ and ‘our culture’. If you have any further questions, please don’t hesitate to get in touch at [email protected].

We’re an equal opportunities employer

Our commitment is that every qualified person will be evaluated according to their skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with your application.