Knowledge & Training Manager

Job Description

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• Together with your colleagues in the Knowledge Management Team, you are part of the CS Back Office and act as a central information interface between Client Success and other departments.
• Working closely with our Client Success, Product, and Marketing teams, you prepare relevant information, product changes, and updates to the client journey by anticipating potential client inquiries. Based on this, you create content for our FAQ portal, chatbot, and client service teams.
• You are responsible for creating internal knowledge articles and transferring this content into training materials on our training platform. In doing so, you ensure that our communication standards are met, analyze process gaps in a targeted manner, and derive optimization strategies.
• You design the architecture of our chatbot by structuring answers, analyzing errors, and continuously optimizing automated communication.
• You plan and conduct agent training sessions and keep the training materials on our training platform continuously up to date.
• You support our Incident Management and participate in on-call shifts to ensure fast and precise distribution of information in emergency cases (e.g., IT outages).

Qualifications

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• Strong communication skills, organizational talent, and analytical thinking: You enjoy communicating in a dynamic environment, recognize patterns and potential for improvement, and implement tasks with reliable quality and a clear customer focus.
• You bring sound experience in information and communication management and are confident using modern knowledge management systems such as Salesforce, shelf.io, or similar tools.
• You have experience in structured knowledge transfer as well as creating training concepts and training materials.
• You possess a strong ability to analyze existing processes for gaps and improvement opportunities, derive strategies from them, and implement them together with the team.
• You have good German and English skills (C1).

Additional Information

• Be part of one of the fastest-growing and most visible Fintech startups in Europe, creating innovative services that have a substantial impact on the lives of our customers.
• Work with an international, diverse, inclusive, and ever-growing team that loves creating the best products for our clients.
• Be productive with the latest hardware and tools.
• Learn and grow by joining our in-house knowledge sharing or career development sessions and spending your individual Education Budget.
• Learn and experience German culture first hand by joining our free German language classes.
• International relocation support is provided if required.
• Opportunity to work from abroad.
• Benefit from an attractive compensation package and from the company pension scheme.
• Monthly contribution of 50% for the ‘Deutschland Jobticket’.
• Say goodbye to order commissions and say hello to your complimentary subscription of Scalable Capital's PRIME+ Broker.
• Enjoy flexible and discounted sports activities with Urban Sports Club.