GST-Knowledge Management Specialist II

Role Details

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

The Role

We are thrilled to offer you an exciting opportunity to join our PartnerHero team and make a significant difference! As a Knowledge Management Specialist, you will play a crucial role in our business's growth by helping us achieve our goals of managing one or more operations' knowledge bases.

In your role, you will be responsible for developing, organizing, and maintaining multiple comprehensive knowledge bases that will empower our associates to provide outstanding service. You will collaborate with our Product, Insights, and Training Teams to integrate robust knowledge into PartnerHero's and Partner's knowledge base and website platforms. This role involves using artificial intelligence to enhance our knowledge management systems, making information retrieval more efficient and helping with decision-making. The ideal candidate will have a background in knowledge management and experience or a strong interest in AI and machine learning.  By implementing effective knowledge management practices, you will improve our organizational efficiency and effectiveness, making our associates more efficient and effective. You will demonstrate strong content development knowledge and skills to ensure information is accessible to all associates.  

Our PartnerHero team comprises talented and passionate individuals. When you join us, you will work with like-minded individuals committed to offering outstanding service to our partners. This is an exceptional opportunity to advance your career and substantially contribute to our business. 
 

What You’ll Do:

• Collaborate with cross-functional teams to identify, gather, and organize relevant information, best practices, and resources into a centralized knowledge base.
• Create and curate engaging and informative content, including articles, guides, tutorials, and videos, to facilitate knowledge transfer and skill development among team members.
• Design and maintain knowledge libraries using advanced information architecture methods to ensure seamless access and usability for both employees and AI systems
• Capture tacit knowledge from subject matter experts through interviews, workshops, and documentation sessions and translate it into structured and accessible formats for broader dissemination.
• Audit and review the knowledge base regularly to ensure accurate, relevant, and up-to-date information and make necessary updates or improvements.
• Format content for AI-driven knowledge management solutions that improve information discovery, retrieval, and utilization.
• Track and analyze key performance metrics related to knowledge utilization, content engagement, and user feedback to measure knowledge management initiatives' effectiveness and identify improvement areas.
• Develop training materials and resources to support onboarding and continuous learning initiatives and provide guidance and support to new hires as they navigate the knowledge base.
• Leverage technology tools and platforms, such as learning management systems (LMS) and knowledge base systems, to enhance the delivery and accessibility of training content.
• Collaborate with external and internal stakeholders to develop, maintain, and audit help center content, ensuring accuracy and accessibility for both internal and external audiences.

What We Expect From You:

• 2+ years of proven experience in knowledge management, content development, information architecture, or instructional design
• Understanding of knowledge center support methodologies to build a knowledge base that is effective for staff and partner consumption
• Ability to meet tight timelines and attention to detail
• Strong analytical and problem-solving skills, with the ability to translate complex information into clear and concise content.
• Ability to quickly learn and absorb partner culture, processes, and policies
• Strong presentation and technical writing skills
• Demonstrated knowledge of instructional design tools
• Experience with knowledge management tools and platforms such as Confluence, Notion, Guru, etc
• Ability to produce thorough and complete documentation
• Ability to work independently as well as a contributing team member
• Excellent listening skills and a commitment to communicate clearly, completely, and on time
• Excellent time management and organizational skills
• Exceptional skills in partnering with partners and staff in developing and maintaining long-term supportive relationships
• Ability to partner with quality evaluators and develop strategies to support staff development opportunities
• Willingness to accept coaching to remove barriers to effective working relationships

What You’ll Get In Return:

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

The Role

We are thrilled to offer you an exciting opportunity to join our PartnerHero team and make a significant difference! As a Knowledge Management Specialist, you will play a crucial role in our business's growth by helping us achieve our goals of managing one or more operations' knowledge bases.

In your role, you will be responsible for developing, organizing, and maintaining multiple comprehensive knowledge bases that will empower our associates to provide outstanding service. You will collaborate with our Product, Insights, and Training Teams to integrate robust knowledge into PartnerHero's and Partner's knowledge base and website platforms. This role involves using artificial intelligence to enhance our knowledge management systems, making information retrieval more efficient and helping with decision-making. The ideal candidate will have a background in knowledge management and experience or a strong interest in AI and machine learning.  By implementing effective knowledge management practices, you will improve our organizational efficiency and effectiveness, making our associates more efficient and effective. You will demonstrate strong content development knowledge and skills to ensure information is accessible to all associates.  

Our PartnerHero team comprises talented and passionate individuals. When you join us, you will work with like-minded individuals committed to offering outstanding service to our partners. This is an exceptional opportunity to advance your career and substantially contribute to our business. 
 

What You’ll Do:

• Collaborate with cross-functional teams to identify, gather, and organize relevant information, best practices, and resources into a centralized knowledge base.
• Create and curate engaging and informative content, including articles, guides, tutorials, and videos, to facilitate knowledge transfer and skill development among team members.
• Design and maintain knowledge libraries using advanced information architecture methods to ensure seamless access and usability for both employees and AI systems
• Capture tacit knowledge from subject matter experts through interviews, workshops, and documentation sessions and translate it into structured and accessible formats for broader dissemination.
• Audit and review the knowledge base regularly to ensure accurate, relevant, and up-to-date information and make necessary updates or improvements.
• Format content for AI-driven knowledge management solutions that improve information discovery, retrieval, and utilization.
• Track and analyze key performance metrics related to knowledge utilization, content engagement, and user feedback to measure knowledge management initiatives' effectiveness and identify improvement areas.
• Develop training materials and resources to support onboarding and continuous learning initiatives and provide guidance and support to new hires as they navigate the knowledge base.
• Leverage technology tools and platforms, such as learning management systems (LMS) and knowledge base systems, to enhance the delivery and accessibility of training content.
• Collaborate with external and internal stakeholders to develop, maintain, and audit help center content, ensuring accuracy and accessibility for both internal and external audiences.

What We Expect From You:

• 2+ years of proven experience in knowledge management, content development, information architecture, or instructional design
• Understanding of knowledge center support methodologies to build a knowledge base that is effective for staff and partner consumption
• Ability to meet tight timelines and attention to detail
• Strong analytical and problem-solving skills, with the ability to translate complex information into clear and concise content.
• Ability to quickly learn and absorb partner culture, processes, and policies
• Strong presentation and technical writing skills
• Demonstrated knowledge of instructional design tools
• Experience with knowledge management tools and platforms such as Confluence, Notion, Guru, etc
• Ability to produce thorough and complete documentation
• Ability to work independently as well as a contributing team member
• Excellent listening skills and a commitment to communicate clearly, completely, and on time
• Excellent time management and organizational skills
• Exceptional skills in partnering with partners and staff in developing and maintaining long-term supportive relationships
• Ability to partner with quality evaluators and develop strategies to support staff development opportunities
• Willingness to accept coaching to remove barriers to effective working relationships

What You’ll Get In Return:

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].