Knowledge Base Manager
The Open Platform
Employer Active
Posted 15 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Now we are seeking a Knowledge Base Manager.
Responsibilities:
- Create, maintain, and regularly update content in the FAQ section.
- Analyze user inquiries to identify emerging topics and knowledge gaps.
- Optimize FAQ structure and content organization to improve navigation and searchability.
- Collaborate with the support team and cross-functional departments to ensure alignment.
- Ensure accuracy, clarity, and ongoing relevance of all FAQ content.
- Maintain consistency with brand tone and adherence to applicable regulatory requirements.
- Integrate FAQ content into self-service platforms and automation tools.
Why it is a fantastic opportunity:
- Our business is growing at an exponential scale.
- Non-bureaucratic management that focuses on results.
- Regular performance reviews to assess your progress.
- Remote setup with access to our hubs in Dubai, Yerevan, London and Belgrade.
- Compensation for medical expenses.
- Provision of necessary equipment.
- 20 working days of paid vacation annually.
- 11 days off per year.
- 14 days of paid sick leave to support your health and recovery when needed.
- Access to internal conferences, English courses and corporate events.
Desired Candidate Profile
The ideal candidate will be responsible for creating, maintaining and optimizing our knowledge base and FAQ content to ensure a seamless self-service experience for users.
Requirements:
- Experience in content creation, knowledge base management, or help center development(preferably in fintech, crypto, or tech products).
- Strong writing and editing skills with the ability to explain complex concepts in a clear and user-friendly way.
- Experience analyzing user inquiries, support tickets, or search data to identify content gaps and prioritize updates.
- Understanding of information architecture and ability to structure FAQ content for intuitive navigation and discoverability.
- Ability to collaborate effectively with support, product, and compliance teams.
- Attention to detail and commitment to accuracy, consistency, and quality of content.
- Experience working with brand tone of voice and style guidelines.
- Basic understanding of regulatory and compliance requirements (especially in fintech/crypto is a plus).
- Experience integrating content into self-service flows, chatbots, or automation tools is a strong advantage.
- English (B2+) and Russian.
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- Knowledge Base Manager
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The Open Platform
Wallet in Telegram is a digital asset solution natively embedded into Telegram s interface. Backed by The Open Platform, Wallet in Telegram gained 100M+ user accounts in 2024, and aims to make its solution available to all 1BN+ of Telegram s users. Wallet in Telegram offers a dual-wallet experience with Crypto Wallet (a multi-chain wallet for trading and sending crypto to contacts) and TON Wallet (a self-custodial wallet with access to the TON ecosystem of dApps and tokens).