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Knowledge Manager

Kyiv+Remote
Customer Support

As a Knowledge Manager, you will be responsible for developing and supporting knowledge and information management activities related to the Customer Support Department. The position entails documentation of all key activities, development, and conduction of learning activities, and production of knowledge items to facilitate the knowledge adoption and good case practices. iDeals is an agile team that emphasizes continuous improvement and strives for our customers’ best experience.

WHAT YOU WILL DO:

  • Knowledge Management (70%):
  • Developing and updating Customer Supportโ€™s documentation in relation to business processes of the department (work instructions, manuals, how-toโ€™s, etc.) on a regular basis;
  • Present processes, updates, and documentation to a wide range of audiences including technical and non-technical personnel;
  • Developing and conducting tests and exams with the aim of assurance that knowledge is adopted and used/ knowledge gaps and the need for additional training are identified;
  • Managing the process of updates issuance;
  • Tracking knowledge usage and efficiency; 
  • .
  • Training (30%):
  • Setting up training strategy and converting it into the yearly training plan;
  • Arranging additional training on gaps/on-demand;
  • Managing training and examination materials;
  • Partaking in the knowledge check system creation (i.e. CSR certification program); Launching LMS;
  • Contributing to the development and managing a process of steady upskilling/competence development and/or maintenance;
  • Conducting training sessions for CSRs.
  • SKILLS AND COMPETENCIES:

  • 2+ year experience in/with editing or writing; experience with creation of articles, manuals, and policies will be a significant advantage;
  • 1,5+ year experience in development and implementation of knowledge management (or related) systems and processes;
  • Solid understanding of principles of business process modeling (flow charts, eEPC, BPMN-like);
  • Advanced level of English (C1\C2);
  • Strong verbal and written communication skills;
  • Knowledge of business communication principles;
  • Proven experience in designing and implementation of effective learning activities;
  • Content management skills
  • WHAT WE OFFER:

  • ๐Ÿง˜๐Ÿปโ€โ™‚๏ธ Flat organizational structure and management with a tech background
  • ๐Ÿ” OKR-based planning
  • ๐Ÿ„๐Ÿปโ€โ™‚๏ธ Opportunities for professional development and personal growth
  • ๐Ÿ’ต Social wellness package: 18 000 UAH for medical insurance, sports, and health-related activities
  • ๐Ÿ‘Œ๐Ÿป Flexible schedule and time off
  • ๐ŸŽ‰ Corporate events, holiday celebrations, team building activities
  • ๐Ÿ’ป Flexible office and possibility to work entirely remotely
  •  


    We are an international team of 170 people who speak ten languages. We share transparency, teamwork, data-driven decision-making, responsibility, critical thinking, and focusing on exceeding clients’ expectations as our primary common values.

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    iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship.