Become SurveyMonkey's Knowledge Management Lead, enhancing user self-service capabilities while leveraging AI tools. Focus on strategic development of Help Center and chatbot systems for superior customer support.
In this remote leadership role, you will partner with the Director to execute a self-service roadmap, developing systems to produce accurate and timely customer interactions. Your leadership will ensure effective collaboration among teams, improving the overall customer experience by utilizing data-driven strategies and effective information architecture.
Key Responsibilities:
• Shape the strategy for Help Center and chatbot services
• Audit and refine information architecture for improved navigation
• Oversee conversational design to streamline support processes
• Manage content creation and quality oversight
• Analyze trends to ensure effective knowledge delivery
Requirements:
• 5+ years experience in Knowledge Management or SaaS environments
•...