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Customer Success Tel Aviv-Yafo

Knowledge Expert

Yotpo is continuing our incredible growth by seeking a Knowledge Expert! As a member of the Support Team, the Knowledge Expert will be responsible for the integrity and accuracy of Yotpo’s internal product knowledge and knowledge distribution. This role includes creating and managing articles, working alongside our advanced Support Team, and other activities that facilitate the efficient flow of knowledge within the CS department.

Responsibilities

  • Create, manage, and lead the ongoing internal knowledge base and knowledge management processes (articles, videos, training decks, etc) together with two offshore team members
  • Design new knowledge creation and distribution policies while overseeing the department’s use of the knowledge platform
  • Analyze the effectiveness of the new knowledge management processes by creating a routine analytical observation of the usage as well as evaluate its impact in terms of the department benefits and KPIs
  • Interact with the internal/external interfaces from other departments, clients, and partners. Act as a mediator to answer the queries of the interfaces about the knowledge management articles, processes, and features
  • Review the knowledge base resources and set a framework for a continuous assessment and improvement of content and how it is being presented and delivered to employees
  • Encourage and engage the staff and workers to share knowledge effectively and efficiently, supervise, and oversee the workflow or knowledge generation

Requirements

  • Good communications skills and ability to supervise, guide, and maintain constructive work relationships with the employees, customers and partners, seniors as well as juniors
  • Excellent analytical skills, capable of diving into complex technical procedures, review, and provide corrective feedback
  • Excellent management skills including the ability to work effectively with various internal non-subordinate teams to gather feedback and promote items and projects
  • Excellent verbal and written English
  • Detail-oriented, organized, time management expert
  • Willingness and ability to explore and acquaint oneself with new knowledge fields
  • 1+ year of Knowledge Management experience from a Software company - A plus

 

About Yotpo

Yotpo is the leading eCommerce marketing platform, helping thousands of forward-thinking brands like Rebecca Minkoff, MVMT, Bob’s Discount Furniture, and Steve Madden accelerate direct-to-consumer growth. Our single-platform approach integrates data-driven solutions for reviews, loyalty, SMS marketing, and more, empowering brands to create smarter, higher-converting experiences that spark and sustain customer relationships. We integrate with the tools online businesses use every day, including Google, Instagram, top eCommerce platforms, and the rest of the martech stack. Yotpo is a Forbes Cloud 100 company with offices worldwide including New York, London, and Tel Aviv.

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Your personal data will be processed for the purposes of managing Yotpo’s recruitment related activities and will be shared with Greenhouse Software, Inc., a cloud services provider located in the USA and engaged by Yotpo to help manage its recruitment and hiring process. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site and will be subject to appropriate additional safeguards under Privacy Shield Framework. Your personal data will be retained by Yotpo as long as Yotpo determines it is necessary to evaluate your application for employment.
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