{"data":{"id":37491,"slug":"cx-knowledge-manager","type":"job","title":"CX Knowledge Manager","description":"Contact: Veronica Orsini, e-mail: gpeuop@global-ppl.com\n\nManage and optimize the company's Help Center and other knowledge resources for customer experience (CX) to ensure comprehensive and user-friendly content for both users and internal teams.\nDevelop and implement a knowledge management strategy that improves self-service, agent efficiency, and cross-team collaboration.\nCreate, update, and enhance documentation, frequently asked questions (FAQs), troubleshooting resources, and best practices to align with product updates and user needs.\nCollaborate with product management, customer support, and internal product experts to create accurate, relevant, and highly effective content.\nManage translations and localization of Help Center content for Spanish in LATAM and Brazilian Portuguese, ensuring consistency and quality.\nTrack documentation performance using tools such as Google Analytics and Zendesk Explore and apply insights to improve content strategy and user experience.\nOversee configuration and optimization of knowledge management platforms, including Zendesk Guide, Intercom FIN, and other documentation tools.\nContinuously improve the structure, navigation, and accessibility of the Help Center to empower users and support successful self-service adoption.\n\nEXPERIENCE\nWHAT YOU BRING:\nBachelor's degree in Communications, Education, Business, Technology, or a related field (or equivalent experience).\n3+ years of experience in customer service, customer success, customer education, or other CX teams, preferably in a SaaS or PLG environment.\n2+ years of experience in technical writing, content management, or knowledge management, preferably in a SaaS or PLG environment.\nExperience creating content suitable for AI chatbots, ensuring clarity and adaptability for automated responses.\nSee explanatory notes on page 2 (or last page).\nChecks marked with an X or checkmark both have the same validity in the form.\nThe document is valid as of the date of issue.\nExcellent command of English \u2013 both written and spoken (knowledge of Spanish or Portuguese is an advantage).\nAbility to translate technical concepts into understandable language for diverse audiences.\nStrong organizational and project management skills, ability to manage multiple priorities in a dynamic and fast-paced environment.\nData-driven mindset, with experience using analytics to improve content performance and user satisfaction.\nCollaborative team player with cross-team reach who thrives in a team-focused environment.\nTechnical proficiency: Zendesk, Intercom FIN, Google Analytics, HTML\/CSS.\nDemonstrable success in developing and scaling knowledge base content, user empowerment strategies, or similar customer education\/self-service initiatives.\nExperience localizing content for global audiences, including managing translation and adaptation processes.\nKnowledge of Help Center platform management (e.g., Freshdesk, Zendesk, Intercom) and basic HTML\/CSS knowledge.\nExperience with search engine optimization (SEO).","language":"cs","is_translated":true,"title_original":"CX Knowledge Manager","description_original":"Kontakt: Veronica Orsini, e-mail: gpeuop@global-ppl.com\n\nSpravujte a optimalizujte n\u00e1pov\u011bdu spole\u010dnosti (Help Center) a dal\u0161\u00ed znalostn\u00ed zdroje pro z\u00e1kaznickou zku\u0161enost (CX), abyste zajistili komplexn\u00ed a u\u017eivatelsky p\u0159\u00edv\u011btiv\u00fd obsah pro u\u017eivatele i intern\u00ed t\u00fdmy.\nVyv\u00edjejte a implementujte strategii \u0159\u00edzen\u00ed znalost\u00ed, kter\u00e1 zlep\u0161\u00ed samoobsluhu, efektivitu agent\u016f a mezit\u00fdmovou spolupr\u00e1ci.\nVytv\u00e1\u0159ejte, aktualizujte a zlep\u0161ujte n\u00e1vody, \u010dasto kladen\u00e9 ot\u00e1zky (FAQ), zdroje pro \u0159e\u0161en\u00ed probl\u00e9m\u016f a osv\u011bd\u010den\u00e9 postupy, aby byly v souladu s aktualizacemi produkt\u016f a pot\u0159ebami u\u017eivatel\u016f.\nSpolupracujte s produktov\u00fdm managementem, z\u00e1kaznickou podporou a intern\u00edmi odborn\u00edky na produkt, abyste vytv\u00e1\u0159eli p\u0159esn\u00fd, relevantn\u00ed a vysoce \u00fa\u010dinn\u00fd obsah.\n\u0158i\u010fte p\u0159eklady a lokalizaci obsahu centra n\u00e1pov\u011bdy pro \u0161pan\u011bl\u0161tinu v LATAM a brazilskou portugal\u0161tinu, a zajist\u011bte konzistenci a kvalitu.\nSledujte v\u00fdkonnost dokumentace pomoc\u00ed n\u00e1stroj\u016f jako Google Analytics a Zendesk Explore a aplikujte poznatky ke zlep\u0161en\u00ed obsahov\u00e9 strategie a u\u017eivatelsk\u00e9 zku\u0161enosti.\nDohl\u00ed\u017eejte na konfiguraci a optimalizaci platforem pro spr\u00e1vu znalost\u00ed, v\u010detn\u011b Zendesk Guide, Intercom FIN a dal\u0161\u00edch dokumenta\u010dn\u00edch n\u00e1stroj\u016f.\nNep\u0159etr\u017eit\u011b vylep\u0161ujte strukturu, navigaci a p\u0159\u00edstupnost centra n\u00e1pov\u011bdy, abyste pos\u00edlili u\u017eivatele a podpo\u0159ili \u00fasp\u011b\u0161n\u00e9 vyu\u017e\u00edv\u00e1n\u00ed samoobsluhy.\nZKU\u0160ENOSTI\nCO S SEBOU P\u0158INESNETE:\nBakal\u00e1\u0159sk\u00fd titul v oboru komunikace, vzd\u011bl\u00e1v\u00e1n\u00ed, obchodu, technologi\u00ed nebo p\u0159\u00edbuzn\u00e9m oboru (nebo odpov\u00eddaj\u00edc\u00ed zku\u0161enosti).\n3+ let zku\u0161enost\u00ed v oblasti z\u00e1kaznick\u00fdch slu\u017eeb, z\u00e1kaznick\u00e9ho \u00fasp\u011bchu, vzd\u011bl\u00e1v\u00e1n\u00ed z\u00e1kazn\u00edk\u016f nebo jin\u00fdch CX t\u00fdm\u016f, nejl\u00e9pe v prost\u0159ed\u00ed SaaS nebo PLG.\n2+ let zku\u0161enost\u00ed s technick\u00fdm psan\u00edm, spr\u00e1vou obsahu nebo \u0159\u00edzen\u00edm znalost\u00ed, nejl\u00e9pe v prost\u0159ed\u00ed SaaS nebo PLG.\nZku\u0161enosti s tvorbou obsahu vhodn\u00e9ho pro AI chatboty, zaji\u0161\u0165uj\u00edc\u00edho jasnost a p\u0159izp\u016fsobivost pro automatizovan\u00e9 odpov\u011bdi.\nVysv\u011btlivky viz 2. strana (nebo posledn\u00ed strana).\nZa\u0161krtnut\u00ed plat\u00ed k\u0159\u00ed\u017ekem i zatr\u017een\u00edm, oboje m\u00e1 ve formul\u00e1\u0159i stejn\u00fd v\u00fdznam.\nDokument je platn\u00fd dnem vyd\u00e1n\u00ed\nV\u00fdborn\u00e1 znalost angli\u010dtiny \u2013 p\u00edsemn\u00e1 i \u00fastn\u00ed (znalost \u0161pan\u011bl\u0161tiny nebo portugal\u0161tiny je v\u00fdhodou).\nSchopnost p\u0159ev\u00e1d\u011bt technick\u00e9 koncepty do srozumiteln\u00e9ho jazyka pro r\u016fznorod\u00e9 publikum.\nSiln\u00e9 organiza\u010dn\u00ed a projektov\u00e9 dovednosti, schopnost \u0159\u00eddit v\u00edce priorit v dynamick\u00e9m a rychl\u00e9m prost\u0159ed\u00ed.\nMy\u0161len\u00ed zalo\u017een\u00e9 na datech, se zku\u0161enostmi s vyu\u017e\u00edv\u00e1n\u00edm analytiky ke zlep\u0161ov\u00e1n\u00ed v\u00fdkonnosti obsahu a spokojenosti u\u017eivatel\u016f.\nSpolupracuj\u00edc\u00ed t\u00fdmov\u00fd hr\u00e1\u010d s mezit\u00fdmov\u00fdm p\u0159esahem, kter\u00fd se c\u00edt\u00ed dob\u0159e v prost\u0159ed\u00ed zam\u011b\u0159en\u00e9m na t\u00fdmovou pr\u00e1ci.\nTechnick\u00e1 zdatnost: Zendesk, Intercom FIN, Google Analytics, HTML\/CSS.\nProkazateln\u00e9 \u00fasp\u011bchy ve v\u00fdvoji a roz\u0161i\u0159ov\u00e1n\u00ed obsahu znalostn\u00edch b\u00e1z\u00ed, strategi\u00ed pro posilov\u00e1n\u00ed u\u017eivatel\u016f nebo podobn\u00fdch iniciativ v oblasti z\u00e1kaznick\u00e9ho vzd\u011bl\u00e1v\u00e1n\u00ed\/samoobsluhy.\nZku\u0161enosti s lokalizac\u00ed obsahu pro glob\u00e1ln\u00ed publikum, v\u010detn\u011b \u0159\u00edzen\u00ed p\u0159eklad\u016f a adapta\u010dn\u00edch proces\u016f.\nZnalost spr\u00e1vy platforem Help Center (nap\u0159. Freshdesk, Zendesk, Intercom) a z\u00e1kladn\u00ed znalosti HTML\/CSS.\nZku\u0161enosti s optimalizac\u00ed pro vyhled\u00e1va\u010de (SEO).","available_locales":["cs","en"],"price":"125497.41","currency":"CZK","status":"active","noindex":true,"location":{"address":null,"full_address":null,"city":"Praha","country":"CZ","latitude":50.1029026,"longitude":14.3946353},"metadata":{"shift":"Jednosm\u011bnn\u00fd provoz","region":"Hlavn\u00ed m\u011bsto Praha","employer":"Global People CZ s.r.o.","positions":1,"profession":"CX Knowledge Manager","start_date":"2025-06-03","salary_from":125497.41,"salary_unit":"K\u010d\/m\u011bs\u00edc","employer_ico":"10660313","suitable_for":["Vhodn\u00e9 pro cizince mimo EU","Modr\u00e1 karta"],"min_education":"V\u0160 bakal\u00e1\u0159sk\u00e9","contact_person":"Veronica Orsini","hours_per_week":40,"employment_type":"full_time","employment_types":["Pracovn\u00ed pom\u011br \u2013 pln\u00fd \u00favazek"],"reference_number":"31387280759"},"user_id":null,"is_sponsored":false,"views_count":1,"ai_views_count":19,"bot_views_count":0,"ai_vendor_counts":{"meta":6,"other":4,"openai":5,"anthropic":4},"visibility":"public","submission_source":null,"submission_ai_name":null,"has_owner_email":true,"can_contact_owner":true,"phone":null,"owner_email":"gpeuop@global-ppl.com","images":[],"published_at":"2025-06-03T00:00:00+00:00","expires_at":null,"created_at":"2026-06-17T14:31:14+00:00","updated_at":"2026-09-22T02:14:12+00:00"}}