Knowledge Base Consultant

About the Company

Our client, a global organization in the travel and hospitality sector, is seeking a Knowledge Base Consultant to support the development and optimization of customer support content during a transition from a legacy contact center platform to a cloud-based solution.

About the Role

This individual will play a critical role in creating, refining, and maintaining knowledge base articles that enhance the customer and agent experience across digital and contact center channels. The ideal candidate has experience writing clear, user-friendly support content and is comfortable working in a fast-paced, evolving environment alongside technical and operations teams.

Responsibilities

• Develop and maintain knowledge base articles, FAQs, and support documentation aligned with customer service workflows
• Translate complex technical and operational processes into clear, concise, and user-friendly content
• Support the migration of knowledge content from legacy systems to a cloud-based platform
• Collaborate with subject matter experts, IT, CX, and operations teams to gather and validate content
• Audit and update existing content to ensure accuracy, consistency, and alignment with brand voice
• Structure articles for optimal usability, including formatting, tagging, and metadata best practices
• Create standardized templates and style guidelines for knowledge content
• Ensure content supports both internal agents and external customer self-service
• Partner with stakeholders to identify content gaps and prioritize new article creation
• Continuously improve knowledge base performance using feedback and analytics

Qualifications

• 3+ years of experience in content writing, technical writing, or knowledge management
• Experience developing knowledge base articles or help center content in a customer support or contact center environment
• Exposure to contact center technologies such as Genesys Engage, Genesys Cloud, or similar platforms preferred
• Strong ability to simplify complex processes into clear, digestible content
• Experience working with cross-functional teams and subject matter experts
• Familiarity with content management systems and knowledge base tools
• Strong attention to detail, organization, and ability to manage multiple priorities
• Excellent written and verbal communication skills

Required Skills

• Highly collaborative and adaptable in a changing environment
• Proactive and solutions-oriented mindset
• Strong stakeholder management and communication skills
• Ability to work independently while managing deadlines

Preferred Skills

• Experience supporting system implementations or migrations, particularly in a contact center environment
• Background in travel, hospitality, or high-volume customer service industries
• Understanding of customer journey mapping and self-service strategy
• Knowledge of SEO and content optimization principles for support content
• Familiarity with taxonomy, tagging, and knowledge architecture

Pay range and compensation package

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan.

Equal Opportunity Statement

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact HR@vaco.com.

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.