Knowledge & Training Manager (m/f/x)
Core
Central information interface between Client Success and other departments, creating content for FAQ portals, chatbots, and client service teams while designing chatbot architecture and conducting agent training.
Role type
Knowledge & Training Manager
Builds
FAQ portal content, chatbot answer structures, training materials, and internal knowledge articles
Domain
Fintech / Digital Banking
Deliverable
product features
Required skills
Knowledge management, training concept design, process gap analysis, chatbot architecture design, content creation for client journey
Preferred skills
Experience with Salesforce or shelf.io, structured knowledge transfer
Technologies
Salesforce, shelf.io
Responsibilities
Create content for FAQ portal, chatbot, and client service teams; design chatbot architecture; plan and conduct agent training sessions; create internal knowledge articles; analyze process gaps and derive optimization strategies; support Incident Management
Seniority
Mid-level, hands-on IC
