About the Role

Customer Success Operations exists to create a cohesive, world-class customer experience and to maximize the effectiveness of Customer Success by centralizing systems, processes, training, risk management, and interdepartmental relationships (such as with Marketing, Product/Engineering, and Operations).Know

Reporting to the Customer Experience Manager, the Knowledge Management Specialist is responsible for creating an effortless experience for our prospects, customers, end-users, and internal employees in finding the product knowledge and resources they need. This role’s success will be measured in the effectiveness of case-deflection, accessibility and efficiency for end users to find answers, and overall customer satisfaction. This role will proactively identify, recommend, and deliver on enhancements that will improve customer experience within our company’s Help Centers.

Ranked number 24 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category; and named as one of Built In Seattle’s ‘Best Places to Work’

Benefits and Compensation

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• 100% employer-paid premiums for Medical, Dental, and Vision for employee
• 50% employer-paid premiums for Medical, Dental, and Vision for dependents
• 401K match
• Flexible / remote working program
• 12 paid company holidays
• 15 days PTO to start, increases with tenure 
• Paid parental and adoption leave
• CO Pay Range: $70,650 - $80,070 / year 

This role is based in Washington or Colorado.

What you’ll do:

• Article Management
• Create, publish, and maintain the help articles in our customer-facing knowledge bases.
• Manage current and encourage use of help content practices, which includes article templates, taxonomy and categorization to ensure consistent and accessible approach 
• Analyze the effectiveness of the Help center content and evaluate its impact in terms of customer and organizational benefits.
• Curation of informative video content, screenshots or other media formats for the Help center.
• Metrics & reporting
• Provide regular, detailed progress reports of the Help Center effectiveness through Coveo reporting, Google Analytics, and case data.
• Analyze data, draw conclusions, and make recommendations with actionable steps and measurable final outcomes.
• Benchmark industry for current, relevant metrics to demonstrate effectiveness of Help Center content.
• Customer Experience
• Collaborate with Customer and Product Marketing, CS Ops, Product, and UX teams to ensure consistent voice, copy, and UX/UI within the Help Center.
• Engage with customers in user groups, beta groups, and cases to gain additional insight into perceptions or suggestions for the Help Center.
• Drive organizational change based on analysis and recommendations.
• Other duties, as assigned.

What you’ll bring: 

• Bachelor’s degree or equivalent professional experience in relevant field 
• 3 years experience in content strategy and/or knowledge management
• 3 years of professional experience in Customer Success and customer vertical(s); experience in direct customer or client-facing roles
• Strong project management skills, including project/task intake, understanding and communicating requirements, leading meetings and discussions, ensuring correct documentation is completed; ability to effectively manage multiple, concurrent projects.
• Excellent grasp of the American English grammar and punctuation rules.
• Familiarity with Technical and User Experience writing and ability to explain complex technical systems in easy to understand language.
• Familiarity with Information Architecture best practices for Help Center optimal discoverability.
• 2 years working with enterprise software solutions and ability to articulate real life use cases with the product.
• Relevant experience with HTML, CSS, or javascript.

Preferred Skills:

• Proven ability to work in a fast paced environment. Exceptional time management, organization, and multi-tasking skills
• Persistence and determination to deliver results
• Ability to anticipate change and adjust priorities accordingly
• Interest in implementing feedback and dedicated to the improvement of skills and work
• A desire to help people and improve the customer experience

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact peopleteam@pushpay.com.

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000 customers as they drive social good. In the 2021 financial year we were honored to process US $6.9 billion in charitable giving. We’re growing fast, including an exciting acquisition in 2021, and we need driven and teachable talent. Join Pushpay and grow with us.