CX Knowledge Base Specialist (Customer Experience)

TL;DR

CX Knowledge Base Specialist (Customer Experience): Managing the corporate knowledge base and creating macro scripts to empower support agents with an accent on technical documentation and process optimization. Focus on translating complex technical flows into actionable instructions and analyzing KB health to improve global support quality.

Location: Hybrid in São Paulo, Brazil

Company

A global workplace wellness platform connecting employees to fitness, mindfulness, and therapy services through a single subscription.

What you will do

• Translate and curate technical processes, concepts, and flows into clear instructions for customer support agents and tech leads.
• Perform continuous maintenance and review of all knowledge base content for accuracy, readability, and style.
• Monitor and report on KB health, analyzing usage patterns and trends to suggest improvements.
• Collaborate with cross-functional CX teams (Process, Quality, Operations, Digital) to optimize scripts for new product features.

Requirements

• Must be based in São Paulo for a hybrid work arrangement.
• Prior experience in CX knowledge management is mandatory.
• Advanced English proficiency for collaboration with global teams.
• Fluency in Portuguese.
• Strong analytical and problem-solving skills with a customer-centric mindset.

Nice to have

• Proficiency in Content Management Systems (CMS) such as Zendesk, Confluence, or Document360.
• Foundational knowledge of HTML.
• Learner's mindset toward Artificial Intelligence (AI) concepts to optimize CX operations.

Culture & Benefits

• Free Gold+ hirify.global membership for the employee and up to three family members.
• Personalized emotional wellbeing program (Wellz) including 52 therapy sessions per year.
• Health, dental, and life insurance.
• Flexible schedules that align with time zones and personal routines.
• 100% paid parental leave and customized vacation policy with additional tenure-based days.
• Access to world-class learning platforms and personalized development roadmaps.