Knowledge Base Team Lead (Fintech)

Location: Limassol, Cyprus. Candidates must have the appropriate rights and documentation for employment in Cyprus and be able to work 07:00–16:00 Cyprus time, including a 1-hour break.

Company

hirify.global is a global provider of margin and deliverable foreign exchange, Contracts for Difference, and financial spread betting, operating as a multifaceted brokerage with offices in six regions and investing in trading technology.

What you will do

• Lead knowledge base management and governance, including content creation, taxonomy, metadata, quality assurance, review cycles, and SOP maintenance.
• Improve chatbot deflection toward the internal 95% query-deflection target by optimising knowledge content and self-service resolution.
• Analyse chatbot conversations, search failures, retrieval issues, escalation patterns, article performance, repeat contacts, and customer satisfaction signals.
• Identify root causes, close knowledge gaps, prioritise corrective actions, and implement measurable knowledge-management improvements.
• Maintain clear, complete, searchable, and consistent content across chatbot, self-service, and agent-facing channels.
• Lead and develop the team, set performance expectations, coach team members, monitor quality and productivity, and collaborate with Customer Service, Operations, technical stakeholders, and subject-matter experts.

Requirements

• 1–2+ years of experience leading a knowledge base, content operations, or self-service function, with direct accountability for content quality and team performance.
• Practical experience managing content creation, taxonomy, metadata, quality assurance, governance, and structured review cycles.
• Experience analysing chatbot interactions and knowledge performance to identify gaps and improve resolution.
• Ability to distinguish between missing content, poor article quality, tagging issues, search relevance problems, and chatbot retrieval failures.
• Experience using search analytics, escalation rates, repeat-contact data, and customer feedback to prioritise improvements and measure impact.
• Familiarity with knowledge-management platforms such as Zendesk, Salesforce Knowledge, ServiceNow, or Confluence.
• Ability to set clear standards, coach team members, manage workloads, and improve performance through regular, evidence-based feedback.
• Confidence collaborating with technical teams, subject-matter experts, and Customer Service stakeholders, including constructively challenging existing approaches when supported by evidence.
• A structured and proactive approach to prioritisation, ownership, competing demands, and turning insights into practical improvements.

Nice to have

• Experience with DevRev.
• Exposure to conversational AI, knowledge retrieval, LLM-powered self-service, or knowledge automation.

Culture & Benefits

• Competitive total rewards package.
• Extensive learning opportunities, including professional certifications and continuous development.
• 21 days of annual leave per year.
• Public holidays as declared by the local government.
• Comprehensive health insurance coverage and a workplace focused on fairness, respect, inclusion, and equal opportunity.

Hiring process

• Talent Acquisition interview lasting 60 minutes.
• 60-minute take-home test.
• 60-minute Hiring Manager interview followed by a 60-minute final interview.