Manager, Knowledge Programs

| San Francisco | Hybrid
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About the role:

The Manager, Knowledge Programs is able to manage and assist our Customer Experience, Sales, Product and Marketing teams by maintaining and building accessible resources for our customers to find the information they need. 

Your primary responsibilities are to own the content management and strategy for our external knowledge base written articles and Lattice University videos, provide content enablement resources for our Customer Care team to support our customers effectively and accurately, and lead a small but mighty team of Knowledge and Content Specialists. 

Responsibilities: 

  • Lead the Lattice Help Center and Lattice University content and strategy and implement changes to our content infrastructure and architecture by recognizing trends in general customer feedback, leveraging data and consolidating ideas
  • Build macros and enablement resources to support the front line Customer Care Associates to make sure that information is easily accessible and content is available at the right time and place 
  • Amplify trust and facilitate cross-team collaboration with members of product and marketing that ultimately drives efficiency through our written content and customer responses 
  • Manage the Knowledge and Content Specialist team who are responsible for writing, reviewing and publishing help center articles and Lattice University videos following a unified format and language
  • Track and report on data related to educational resources to make data driven decisions on topics including Help Center maintenance, Lattice University videos, and monthly Customer Care webinars
  • Determine the best metrics to evaluate success of our content including a customer self-service metric 

Qualifications: 

  • 5+ years of professional experience in customer support or customer success and 2+ years experience in content development desired
  • Experience managing a team in a customer service department 
  • Track record of making data driven decisions based on metrics and anecdotal feedback from customers and cross-functional teams
  • Ability to be strategic and creative to propose ways to optimize our help center and video content 
  • Strong written communication and know how to add a special ‘human touch’ to make comms fun to read for both internal and external audiences
  • Experience working with Salesforce, Zendesk, and Jira
  • Previously worked in a SaaS or tech start up environment

Why Lattice?

  • We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment
  • The opportunity to join an experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day
  • Partner with 2,750+ companies around the world to make sure their employees are engaged and performing at a high level
  • A culture that encourages and promotes professional growth and development, with continuous learning reimbursements
  • Competitive salary, equity, and benefits
  • Flexible vacation/time-off policy

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choice than ever before, businesses that put employees first are winning – and Lattice is building the tools to empower those people centric companies. Lattice is a people management platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line. Since launching in 2016 we have grown to over 3,100 customers globally, including brands like Slack, Pinterest, Reddit, and Asana.

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Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

By clicking the "Submit Application" button below, you consent to Lattice processing your personal information for the purpose of assessing your candidacy for this position in accordance with Lattice's Job Applicant Privacy Policy.





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Location

360 Spear St., San Francisco, CA 94105

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