Customer Experience Knowledge Management Specialist

📌 Core Information

🔹 Job Title: Customer Experience Knowledge Management Specialist

🔹 Company: Doist

🔹 Location: United Kingdom

🔹 Job Type: Remote

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Remote Solely

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Creating educational and user-centered content to enhance customer experience
• Troubleshooting customer issues and anticipating user questions
• Collaborating with cross-functional teams to align content with product functionalities
• Utilizing AI tools to optimize content creation processes

ASSUMPTION: This role requires expertise in managing information architectures and creating diverse media content. Candidates likely need a creative background combined with technical savvy, especially in SaaS environments.

📋 Key Responsibilities

✅ Help customers troubleshoot their issues and understand their challenges

✅ Create user-centered resources to build trust and encourage product adoption

✅ Publish instructional videos and set up efficient workflows

✅ Identify patterns in support tickets to address common questions

✅ Collaborate across teams to identify and fulfill documentation needs

✅ Leverage AI tools to enhance and streamline content creation

✅ Maintain consistency across all help materials in tone, style, and formatting

✅ Support new feature rollouts with comprehensive documentation

ASSUMPTION: This role emphasizes collaboration and communication. It appears crucial for the specialist to engage extensively with various departments to ensure cohesive customer support and documentation strategies.

🎯 Required Qualifications

Education: Not specified. Likely prefers candidates with a background in communications, media studies, or computer science given the technical and content creation focus.

Experience: 4+ years in technical writing or content creation, particularly in SaaS environments. 2+ years in technical customer service roles.

Required Skills:

• Technical Writing
• Content Creation
• Customer Service
• Video Production
• Communication

Preferred Skills:

• Proficiency with AI tools
• Strong on-camera presentation skills

ASSUMPTION: The job likely values candidates with a blend of technical expertise and customer relationship skills, as the responsibilities span both support and content creation domains.

💰 Compensation & Benefits

Salary Range: Not specified, but promises fair industry-benchmarked, formula-based salaries without negotiation stress.

Benefits:

• Remote work and flexible schedules
• Generous educational budgets for conferences and courses
• Company and team retreats
• Comprehensive health and wellness allowances

Working Hours: 40 hours per week with flexible scheduling opportunities

ASSUMPTION: Competitive compensation with a focus on personal development and well-being indicates a commitment to work-life balance and professional growth.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development; Doist focuses on productivity software which enhances workplace efficiency through innovative tools.

Company Size: 51-200 employees, offering a close-knit environment and significant opportunities for impact and visibility.

Founded: 2007; Over a decade of innovation in the productivity software sector.

Company Description:

• Specializes in creating productivity tools that streamline work processes
• Maintains a globally distributed, remote workforce
• Focused on empowering customers to achieve more with intelligent software solutions

Company Specialties:

• Productivity Software
• Task Management
• Cloud and Mobile Applications

Company Website: http://doist.com

ASSUMPTION: The company's global, remote nature suggests a highly flexible approach to work, likely benefiting employees through autonomy and self-directed work styles.

📊 Role Analysis

Career Level: Mid to Senior level, requiring substantial experience in both content creation and customer engagement.

Reporting Structure: Likely reports to the head of Customer Experience, with collaboration across multiple departments.

Work Arrangement: Entirely remote, offering flexibility in location and schedule.

Growth Opportunities:

• Potential to innovate in customer education and engagement areas
• Explore advanced AI tools for content management
• Enhance leadership skills in cross-departmental projects

ASSUMPTION: The role offers growth through diverse project engagements and chances to implement cutting-edge tools and techniques in content strategy.

🌍 Location & Work Environment

Office Type: No physical office mandatory; tailored remote setups based on individual preferences.

Office Location(s): Not specified, emphasizing the remote-first policy.

Geographic Context:

• Job is entirely remote with no strict geographical constraints
• The United Kingdom is specified but likely flexible due to the remote nature
• Cultural diversity emphasized given the global team setup

Work Schedule: Flexible hours within a 40-hour work week

ASSUMPTION: The flexibility in location and work hours indicates trust in employees' autonomy and capabilities, supporting a healthy work-life balance.

💼 Interview & Application Insights

Typical Process:

• Initial application with resume and application questions, no cover letter required
• Screening and feedback provided post-application review
• Interviews encompassing value-alignment, role-alignment, and cultural-contribution
• A paid test project to exhibit role-specific skills
• Offer extended to successful candidates

Key Assessment Areas:

• Alignment with company values and mission
• Technical competence in relevant content management systems
• Cultural fit within a globally distributed, remote team

Application Tips:

• Emphasize experience with SaaS products and technical writing
• Highlight creativity and use of diverse media for customer education
• Showcase effective communication and collaboration skills

ATS Keywords: Technical Writing, Content Creation, Customer Experience, Troubleshooting, Collaboration, Proactive Communication

ASSUMPTION: The structured application process reflects Doist's emphasis on comprehensive candidate evaluation, suggesting importance on both skills and cultural alignment.

🛠️ Tools & Technologies

• AI Tools for content creation and management
• Video Production Software
• Content Management Systems

ASSUMPTION: The job relies on technologically sophisticated tools, reinforcing the need for candidates to possess technical aptitude and adaptability to new software.

👔 Cultural Fit Considerations

Company Values:

• Ambition
• Mastery
• Independence
• Communication

Work Style:

• Remote and flexible work setups that value output over process
• Encourage autonomy and responsibility in task management
• Cultural and social awareness in communication

Self-Assessment Questions:

• Am I comfortable with a fully remote and independent work environment?
• Can I effectively manage time and meet deadlines with limited supervision?
• Do I have a passion for improving product user experiences through creative strategies?

ASSUMPTION: Candidates will likely thrive if they value independence, accountability, and embrace the Doist values as guiding principles in their work and relationships.

⚠️ Potential Challenges

• Adapting to evolving SaaS product changes
• Balancing proactive communication with autonomy
• Maintaining consistent tone and style across diverse documentation
• Experimenting and adapting to new content media innovations

ASSUMPTION: Challenges arise from the high adaptability requirement in product understanding, media diversity, and sustaining effective cross-team communications.

📈 Similar Roles Comparison

• Focus on SaaS products similar to other knowledge management roles
• Greater emphasis on media diversity and content innovation
• Remote flexibility offering unique work-life balances compared to traditional roles

ASSUMPTION: The position stands out for its innovative approach to customer engagement and educational content, differing in its level of media-centric strategies and remote work setups.

📝 Sample Projects

• Developing a comprehensive AI-transformed user help guide
• Creating video tutorials for new product features launch
• Designing an information architecture overhaul for better user navigation

ASSUMPTION: The projects focus on integrating cutting-edge tools to enhance user engagement and product adoption through diverse media formats.

❓ Key Questions to Ask During Interview

• How does Doist support ongoing learning and development in this role?
• What are some recent successes and challenges faced by the Customer Experience team?
• How is feedback from both customers and internal teams incorporated into the content strategy?
• What AI tools are currently being used, and how are they impacting content creation?
• Can you describe the typical collaboration dynamics between the Customer Experience team and other departments?

ASSUMPTION: Questions should aim to assess the company's flexibility, support systems for personal growth, and the integration of innovative practices in daily operations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Doist careers page
• Ensure your resume highlights relevant SaaS and technical content creation experience
• Prepare thoughtful responses to potential application questions
• Research the company culture and align your application with Doist's core values
• Prepare for a potential test project showcasing your skills in content creation and troubleshooting

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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