: Knowledge Base Manager, Global Customer Care
8 Crosby Drive Bedford
Bedford, MA 01730

Employee Testimonials

Video

Introduction

Our Global Customer Service team is looking for a Knowledge Base Manager to play a critical role in supporting our CRM and FAQ knowledge base. We're looking for a tech savvy individual who enjoys managing multiple priorities simultaneously.

Responsibilities:

  • Based on end-user needs, create and update customer service agent facing knowledge articles in the CRM from both a content and display perspective

  • Own effectiveness and ratings of both agent and customer facing knowledge articles

  • Develop manage weekly Knowledge base effectiveness reviews

  • Develop, maintain, and manage organizational philosophy of both agent and customer facing Knowledge bases

  • Develop, maintain, and manage style and look and feel of both agent and customer facing knowledge articles

  • Own investigation and solution of gaps in knowledge base

  • Implement alignment of currently existing Knowledge base to customer and agent needs

  • Work closely with Care technical team to improve customer and agent access to knowledge base

Required Skills:

  • Moderate HTML/CSS/PHP skills

  • Excellent verbal and written communication skills

  • Resourceful disposition and strong interpersonal skills

  • Highly organized with effective time management skills

  • Capable of delivering on multiple competing priorities

  • Experience and desire to work in a Global delivery environment

  • Proficient with MS Office suite

  • Basic proficiency with Audio and Visual design tools (Photoshop, Audacity, etc.)

  • Basic proficiency with Atlassian tools desired (Jira and Confluence)

  • Experience in creating articles within a CRM (Oracle Service Cloud/RightNow preferred)

Qualifications:

  • 4+ years experience in a Knowledge Creation and Management Role

  • Understanding of Knowledge presentation philosophy

Success Measures:

  • Increase overall FAQ ratings

  • Reduce or eliminate bottom performing FAQs

  • Improve Average Handle Time for customer contacts

  • Improve CSAT for customer contacts

Full-time

Employee Testimonials

Danielle Dean
Technical Director of Machine Learning

"I love how much iRobot emphasizes learning, risk-taking, and innovation, and gives me the opportunity to work with different people."

Eva Moscat
Manager, Software Engineering

"Every day I feel challenged – whether it’s technical problem solving, or getting my team up to speed on a new project and making sure they are happy, motivated, and developing in their careers."

Emiko Komori
Corporate Counsel

"Collaborating with people who are very passionate and dedicated to building products that bring joy and ‘wow!’ to customers is my favorite part of my job."

Brandon Rohrer
Principal Data Scientist

"iRobot is a wonderland for a data scientist. Our data helps us enhance our customers’ experiences by better understanding their needs and delivering new solutions to exceed their expectations."

Victoria Liceaga
Manager, Product Marketing

"The Global Marketing group is dynamic and lively. We are always moving fast to plan for new products, execute seasonal campaigns, and pivot based on changes in the market. We are so fortunate to be marketing products that our customers love as much as we do and that add real value to their lives."

Eric Burbank
Principal Mechanical Engineer

"The hardware engineering group at iRobot is incredibly innovative and fun to work with. We have a full range of engineers with many diversified talents. Everyone is incredibly willing to share their expertise and help out on challenges."

Evn Tomeny
Manager of Enterprise Collaboration

"The collaborative nature of the team is refreshing. Everyone works together to find interesting solutions to complicated problems, and contributions are appreciated from anywhere. Because of the diverse set of backgrounds and experiences, you’ll often find answers where you least expect them!"

Michelle Gattuso
VP Portfolio & Digital Product Management

"iRoboteers know that their contributions matter. They are always doing what they can to make things better and deliver great products that customers will love. We know we’ve had a hand in changing the world and it shows in our drive and determination to keep moving forward."

Lauren Stern
Principal Design Researcher

"Our team is unique because we have so many disciplines within the Design department. Owning and using a robot is a multi-faceted experience, and we all work together to create that experience for our users. The cross-discipline collaboration is really special. It’s a group of funny, enthusiastic, creative, kind people."

Sushmita Bawari
Director, Strategic Sourcing

"It’s great to have the opportunity to manage a global team and work with suppliers from all around the world. It really helps you appreciate how inter-connected everything is."