Knowledge Base Specialist (Fintech)

TL;DR

Knowledge Base Specialist (Fintech): Maintaining and optimizing the company's Knowledge Base and self-service experience with an accent on content curation, localization, and AI-driven support. Focus on structuring documentation for AI interpretability, training chatbots, and reducing support escalations.

Location: Must have the appropriate rights and documentation for employment in Malaysia

Company

A leading global provider of margin and deliverable Foreign Exchange, CFDs, and Financial Spread betting.

What you will do

• Create, update, and maintain accurate Help Center articles and SOPs aligned with product updates and customer needs.
• Structure and tag content to ensure it is accurately interpreted and surfaced by AI-driven support tools.
• Localize content across various languages and regions to ensure regulatory and cultural relevance.
• Optimize the knowledge management platform to improve discoverability and usability.
• Collaborate with Customer Support, Product, and Compliance teams to align documentation with current workflows.
• Monitor chatbot interactions and refine response logic to fill content gaps and reduce unnecessary escalations.

Requirements

• 1 year of experience in knowledge management, content writing, or research.
• Strong problem-solving and research skills with the ability to simplify complex information.
• Ability to create content that enhances customer self-service and agent efficiency.
• Comfort working with AI tools or a strong willingness to learn how AI utilizes knowledge content.
• Excellent written and verbal communication skills in English.
• Must possess legal documentation for employment in Malaysia.

Culture & Benefits

• Competitive and attractive compensation package.
• Extensive learning opportunities, including professional training and certifications.
• 21 annual leave days per year.
• Comprehensive Health Insurance.
• Quarterly allowance providing flexibility for health and lifestyle support.

Hiring process

• Talent Acquisition Interview (45 minutes).
• Take-home Assessment (1 day).
• Hiring Manager Interview (45 minutes).