Knowledge Base Manager (Crypto)

TL;DR

Knowledge Base Manager (Crypto): Building and optimizing user-facing knowledge base and FAQ content for a high-scale wallet product with an accent on information architecture, user self-service efficiency, and content clarity. Focus on analyzing user inquiries, collaborating with cross-functional teams to identify knowledge gaps, and maintaining high standards of accuracy within a rapidly growing crypto environment.

Company

hirify.global is the organization behind the Wallet in Telegram, a natively embedded digital asset solution serving over 100 million user accounts.

What you will do

• Create, maintain, and update content in the FAQ and knowledge base sections.
• Analyze support data and user inquiries to identify emerging topics and knowledge gaps.
• Optimize FAQ structure and organization to enhance navigation and content discoverability.
• Collaborate with support, product, and compliance teams to ensure content accuracy.
• Ensure consistency with brand tone and adherence to regulatory requirements.
• Integrate FAQ content into self-service platforms and automation tools.

Requirements

• Proven experience in knowledge base management or technical content creation.
• Strong writing skills capable of explaining complex crypto and fintech concepts clearly.
• Experience analyzing support data or search metrics to prioritize content updates.
• Understanding of information architecture and intuitive content structuring.
• Ability to work effectively with product, support, and compliance departments.
• Proficiency in English (B2+) and Russian required.

Nice to have

• Experience with self-service flows, chatbots, and automation tools.
• Background in fintech or crypto product industries.
• Familiarity with regulatory and compliance documentation standards.

Culture & Benefits

• Fully remote setup with access to office hubs in Dubai, Yerevan, London, and Belgrade.
• Performance-driven, non-bureaucratic management culture.
• Comprehensive health expense compensation and medical support.
• 20 working days of paid vacation plus 11 additional days off per year.
• 14 days of paid sick leave.
• Access to English courses, internal conferences, and professional development resources.