Knowledge Manager

About komoot

Komoot is an app that lets you find, plan, and share adventures with its easy route planner. Driven by a love for nature and powered by the outdoor community’s recommendations, komoot helps you explore more of the great outdoors—wherever and however you want. And we're good at it. Google and Apple have listed us as one of their Apps of the Year numerous times. Today, with over 40 million users and 300,000 five-star reviews, we are well on our way to becoming the most popular app for finding, planning, and sharing adventures worldwide.

Join our 100% remote team and start your adventure with komoot.

About the role

Are you passionate about how amazing self-service can transform the support experience? Excited about the opportunities presented by AI to create those great experiences?

We’re looking for a dedicated Knowledge Manager who’ll take on ownership of our support center. You'll have the freedom to shape and optimise our self-service resources, ensuring they’re a great resource not only for our users but also for AI solutions that we want to implement.

If you’re interested in technology, have a knack for creating crystal-clear support documentation, and understand what it takes to create a seamless experience where customers can find answers to their questions independently, this might be the role for you. You’ll be working alongside Chris and our entire Support team.

Ready for your next adventure?

What you will do

• Develop and maintain support documentation, including FAQs, troubleshooting guides, and best practices, including internal documentation as needed.
• Regularly update and revise existing content to reflect changes in products, services, or processes.
• Implement strategies for capturing and disseminating knowledge within the team.
• Conduct audits of support content to ensure accuracy, relevance, and consistency.
• Gather feedback from team members and users to identify areas for improvement and address any gaps in knowledge.
• Explore and implement new tools or technologies to enhance knowledge management processes and workflows.
• Collaborate with Product Managers, developers, and QA to ensure technical specifications of new features are adequately documented.
• Monitor KPIs related to support content usage and effectiveness, such as content views, feedback ratings, and resolution rates.
• Analyse trends and patterns in support interactions to identify opportunities for pre-emptive content creation and proactive support measures.

Why you will love it

• Your work will contribute to helping millions of people enjoy lovely outdoor experiences.
• We’ve been a remote-working company since 2017, meaning: We are remote by default, have frameworks and systems in place, and know how to do it well.
• You can work from wherever you want, be it a beach, the mountains, your house, or anywhere else that lies in any time zone between UTC-1 and UTC+3.
• We have your costs covered for your co-working space membership or your work-from-home office setup and the latest devices and equipment to do your best work.
• You’ll become an essential part of our diverse and international team with colleagues based in 20+ countries across Europe.
• 38 paid days off (inclusive public holidays) – you are free to take those days whenever it suits you, including a well-deserved winter holiday break.
• We love seeing people grow. That's why each team member gets €2,000 and 3 additional days to spend on professional development each year. Classes, conferences, books – your choice!

Requirements

You’ll be successful in this role if you

• Are fluent in English and German.
• Have 3+ years of experience in knowledge management, content management, or a related field.
• Have demonstrated experience in developing and maintaining support documentation or similar knowledge resources.
• Have managed the localisation of that documentation into different languages.
• Have a good understanding of HTML and CSS for formatting and styling content.
• Are familiar with best practices in knowledge management, including taxonomy development and content categorization.
• Are interested in AI and familiar with using AI to speed up content production, or with creating content to be read by an AI.
• Excellent communication and interpersonal skills, with an ability to collaborate effectively with diverse teams.
• Have strong organisational skills and attention to detail to ensure accuracy and completeness of support content.
• Are adaptable and willing to learn new technologies and processes.
• Can put yourself in the shoes of a customer and anticipate their questions/needs.
• Are proactive and driven, able to pull information from across the company.
• Have strong writing and editing skills, with an ability to convey complex information in a clear and concise manner.

Not sure if you meet all requirements above? Don't sweat it – if you think you're the right person anyway, we'd love to hear from you!

Benefits

Curious about how we work?

• Core Communication time between 10 am - 3 pm (Berlin Time). We know people have different lifestyles, which is why we have flexible working hours with core time for synchronous interaction. You can organize your workday in the way that best suits you, your family, and your needs.
• We work on a project basis in cross functional teams to ensure that we collaborate on our goals, move forward smoothly with open lines of communication, and achieve results as a team.
• Every Monday morning, we have a whole-company presentation where you hear about projects across the business, inspire each other, and share great work.
• We connect in person at three whole-company gatherings each year in beautiful locations. You can check out this playlist to find out more about how we stay close while being remote.
• We use tools like Trello, Slack, Miro, Zoom, and Google Workspace on a daily basis to stay connected, collaborate easily, and manage projects.

Dive a little deeper and learn…

• More about our team here: Meet the Team
• More about how we work here: How We Work
• More about our recruitment process, salary and FAQs here: FAQs

We support diversity and inclusivity and welcome all prospective applicants. We have an ongoing recruitment process (no deadlines) – if this role is online, it means it’s still open!