Knowledge & Communications Manager

Job Description

At a Glance

Us: Fast-growing startup of 100+ people. We are a remote-first team, mainly based in the UK. YC alumni (summer 2019) and Series A funding of 32$m in 2023. Our mission is to revolutionise how the world learns about people, so people can revolutionise the world.

Salary: Up to £45,000 + bonus + share options

The Role

As the Knowledge & Communications Manager, you’ll play a significant role in ensuring our customers can effectively self-serve, and that our Support team has all the knowledge they need at their fingertips. You’ll drive the strategy in this area, ensuring we’re continuously expanding and enhancing all knowledge, increasing self-serve performance. You’ll also own communication within the global Support team, ensuring all updates are delivered in a clear and easily digestible format.

What you'll be doing

• Manage and curate all customer-facing support content, including the Help Centre, chatbot responses, and templates, to ensure relevance and accuracy.
• Increase self-service capabilities by identifying content gaps through methods like Help Centre searches and chatbot queries, and rectifying areas of poor performance.
• Collaborate closely with our Customer Automation & Tooling Specialist to devise strategies for enhancing self-service and digital customer experience, and coordinate with the Project Manager to ensure smooth product releases.
• Work closely with Marketing and Product teams, to ensure all content is in line with brand guidelines and all visual material is up to date.
• Together with the Support Team Managers, work to continually enhance and expand the library of templates, aiming for high CSAT scores and low reopen rates.
• Similar to external facing content, you’d be responsible for ensuring all internal facing Support content is kept up to date, accurate and helpful.
• Review existing processes for agents submitting feedback/new ideas for internal and external content edits and additions, to ensure a scalable workflow exists to deliver timely updates.
• Develop a communication strategy for disseminating internal knowledge and updates within a remote and geographically dispersed team, prioritising accessibility and digestibility of information.
• Be an industry expert and stay up to date with best practices on both content creation and self-service methods.

What you’ll bring

• Experience leading on and setting the strategy for content within a customer service function, preferably in an organisation with a complex user set up and operating across territories.
• Demonstrable experience increasing self-service and the digital customer experience.
• Strong understanding of knowledge management systems and support platforms (e.g. Zendesk).
• Analytical mindset with the ability to leverage data insights for identifying trends, refining content, and enhancing self-service capabilities.
• Exceptional communication skills, preferably with experience in overseeing communications for a distributed, remote customer service function.
• Ability to effectively collaborate across departments and manage various stakeholders, particularly within Marketing and Product teams, while adhering to established style guides.
• Passion for continuous learning and staying updated on industry trends and best practices.

Even better if you have

• Experience working with Knowledge Centred Service (KCS) - even better if certified!
• Project management experience.
• Worked on launching/maintaining academies for customers.

What you’ll get

⚖️ Work Life Balance: We’re all looking to strike the right work life balance, and as a remote first company you’re able to work flexibly from home or our dog-friendly co-working space in Old Street. We also offer 25 days of holiday, plus bank holidays of course, which you can switch with any day of your choosing.

🏡 Family Life: We offer generous maternity, paternity and shared parental leave. Need to pick your child up from school? No Problem. Our flexible working gives you the childcare flexibility you need.

🧘 Wellbeing: We care deeply about our employees well-being, that’s why we offer comprehensive Bupa private health insurance, that disregards medical history. Taxable monthly stipend of £150 in order for you to improve your wellness and remote experience. We want you to have a happy and healthy environment so we offer a £1000 home office budget, along with a MAC laptop when you start, plus a £200 yearly top-up.

📚 Learn & Grow: Development is important to us, and we want to give all our employees the opportunity to learn. There are many personal growth and career progression opportunities available, as well as mentoring. We also offer a £1000 yearly budget for education, growth and training for you to use at your discretion

💙 Culture: We’re a friendly bunch here at Prolific; open, transparent and inclusive. Although we’re a remote first company we still love to hang out with each other! We run collaborative quarterly company-wide meets up and team socials (both virtually and in-person), all paid for. Alongside this we offer a yearly budget for discretionary meet-ups so you can cover travel, food and accommodation. As a business we’re also committed to carbon offsetting; each month we donate money in your name to plant trees 🌳 and being remote we’re doing our bit to offset travel too

Our Interview Process

Talent Call - You'll meet with one of our Talent team and have an exploratory call about the role requirements, life at Prolific, as well as your background and aspirations.

Hiring Manager Interview - You'll interview with two members of the team, one of which will be the hiring manager. You'll have the opportunity to ask about the company and the role, and we'll ask you questions about your experiences and goals.

Panel Interview - We'll hold a panel interview that evaluates skills required for the role. You'll meet with more of our team and may be asked to complete a presentation or task. You'll be compensated with a £50 voucher 💰 for completing the task because we know your time is valuable!

Final Interview - We will deep dive into your past experiences, goals, motivations, and skills all aligned to our Prolific Principles. You'll speak with two to three members of the team and - as always - have an opportunity to ask questions about the role and company.

Diversity, Equity and Inclusion Monitoring

Prolific is an equal opportunity employer. We celebrate diversity and are committed to fostering diversity, equity and inclusion in the workplace. We welcome all applications, and consider them without regard to race, religion, belief, age, gender, gender expression, gender identity, gender reassignment, disability, marriage or civil partnership status, pregnancy or maternity, sex or sexual orientation.

We are committed to ensuring a fair recruitment process, it's essential to our success. Under the Equality Act (2010) we collect information from individuals at the point of application. We anonymously monitor the profiles of individuals that apply to each vacancy to ensure that no individual is unfairly discriminated against or disadvantaged.

Privacy Statement

By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organisation planning. Prolific's Candidate Privacy Notice explains what personal information Prolific may process, where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific use of your personal information.