Knowledge Base Team Lead
Core
Lead the development, quality, and performance of Axi's knowledge base to help clients and Customer Service teams find accurate answers quickly, while strengthening chatbot and self-service experiences.
Role type
Senior IC Knowledge Base Team Lead
Builds
Knowledge base articles, SOPs, chatbot content, and self-service experiences
Domain
Financial services (Forex, CFDs, Spread betting) + Knowledge Management
Required skills
Knowledge management leadership, Knowledge lifecycle expertise, Chatbot and self-service optimisation, Root-cause analysis, Data-driven decision-making, Knowledge management platforms, Team leadership and performance management, Stakeholder management, Prioritisation and ownership
Preferred skills
AI and automation awareness, Experience with DevRev
Technologies
Zendesk, Salesforce Knowledge, ServiceNow, Confluence, DevRev
Responsibilities
Own knowledge base management and governance, Improve chatbot deflection, Investigate deflection failures, Use analytics to drive improvements, Maintain high content standards, Lead and develop the team, Collaborate across teams, Drive continuous improvement
Seniority
Senior, hands-on IC
