Knowledge Management

About the role

We are seeking an experienced Knowledge Management & Operations Lead to design, build, and continuously optimize a world-class knowledge ecosystem that empowers global users through high-efficiency self-service and AI-driven customer support. This role plays a critical part in shaping how knowledge is created, governed, and leveraged across Customer Satisfaction Centers, Support Training teams, and AI Customer Service systems.

What you will do

• Optimize industry-leading SOP for Customer Satisfaction Center and Support Training teams.

• Build and maintain FAQs and knowledge bases to enable high-efficient self-service experience for global users.

• Provide and iterate knowledge base as the backbone for AI Customer Service system, powering intelligent Q&A and semantic search.

• Leverage AI and data analytics to establish content lifecycle governance standards to ensure efficient updates, clear struc...