Knowledge Management Specialist
Posted on 1/26/2024
Art of Problem Solving

501-1,000 employees

Online advanced learning platform for eager students
Company Overview
Art of Problem Solving (AoPS) is a leading educational platform that fosters a culture of intellectual curiosity and collaborative learning, with a proven track record of training the majority of the US International Math Olympiad team. Their competitive advantage lies in their comprehensive and advanced curriculum, which not only focuses on math but also expands into language arts, science, and computer science. With an international online community of over 800,000 members, AoPS demonstrates industry leadership by providing a platform for students to learn from expert mentors and connect with like-minded peers.
Education

Company Stage

N/A

Total Funding

N/A

Founded

2003

Headquarters

San Diego, California

Growth & Insights
Headcount

6 month growth

7%

1 year growth

26%

2 year growth

37%
Locations
San Diego, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Management
Customer Service
CategoriesNew
Customer Success & Support
Requirements
  • 2+ years experience in writing customer facing email templates, FAQs, knowledge base articles, or similar
  • Familiarity with knowledge management system capabilities and knowledge management practices
  • Excellent written, verbal, and interpersonal communication skills
  • Excellent organizational and time-management skills
  • Keen attention to detail and accuracy
  • Fast adapter to new operational technologies
  • Experience managing projects and collaborating cross-functionally
  • Basic to intermediate-level image manipulation skills
Responsibilities
  • Author new content and reformat existing content to support Customer Service team processes/procedures, as well as provide customers with self-serve resources
  • Own quality of knowledge content and follow style and standards guidelines when creating/publishing content
  • Coordinate all phases of both the internal and external knowledge management lifecycles including recurring content reviews to ensure ongoing accuracy
  • Drive continuous improvement for knowledge content based on analytics and Customer Service team requests/recommendations
  • Partner with Customer Service team leads/managers to align knowledge content with message templates (canned responses) and initial/ongoing team member training needs
  • Serve as the primary administrator of the knowledge management platform
  • Utilize available resources in order to maintain a high degree of product expertise
  • Complete other customer service tasks and responsibilities, as needed
Desired Qualifications
  • Experience delivering frontline customer service is a plus