Knowledge Base Specialist

Permanent Employee, Part-time, Remote, PST/MST/CST Shift

Job Summary:

We are seeking a detail-oriented Knowledge Base Specialist to audit, clean up, and maintain internal and customer-facing knowledge bases across multiple e-commerce brands. This is a hands-on content operations role focused on improving content accuracy, consistency, organization, and usability across the Kustomer platform.

The ideal candidate has experience in knowledge base management or CX documentation, excellent written English, and experience structuring content for both human users and AI-assisted support tools. This is a part-time, remote role at approximately 20 hours per week.

Responsibilities:

  • Audit internal and customer-facing knowledge base articles across multiple brands for accuracy, duplication, outdated information, and broken links or images

  • Conduct content gap audits using contact-reason taxonomy, common ticket themes, and brand policy documentation

  • Draft new knowledge base articles to address identified content gaps

  • Rewrite, merge, update, or archive articles to eliminate redundancy and align content with current policies

  • Standardize article formatting, tone, and structure while maintaining each brand's individual voice and style guidelines

  • Align article tags and categorization with the established contact-reason taxonomy to improve search and workflow visibility

  • Cross-check customer-facing help content against internal agent-facing documentation to ensure consistency and prevent conflicting information

  • Structure knowledge base content for accurate retrieval and use by AI chatbots, AI support agents, and LLM/RAG-based tools

  • Maintain a tracking log of article cleanup progress, outstanding issues, content gaps, and ownership

  • Flag policy discrepancies or unclear information to the CX team for clarification rather than making independent policy decisions

  • Perform ongoing maintenance reviews to keep knowledge base content current as policies and brand requirements change

Requirements:

  • 2–4 years of experience in knowledge base management, content operations, technical writing, CX documentation, or a related field

  • Hands-on experience with a helpdesk or knowledge base platform; Kustomer is strongly preferred

  • Experience with platforms such as Zendesk Guide, Salesforce Knowledge, Freshdesk, or similar is also relevant

  • Excellent written English with the ability to produce clear, concise, and consistent customer support content

  • Ability to adapt writing style and tone across multiple brand voices

  • Strong attention to detail and QA discipline, with the ability to review a high volume of content methodically

  • Experience writing or structuring knowledge base content for AI-assisted support, chatbots, AI agents, or LLM/RAG-based retrieval

  • Strong organizational and project management skills with the ability to work independently with minimal oversight

  • Proficiency with Google Sheets or Excel for project tracking and status reporting

  • Experience with e-commerce or DTC customer support content is preferred

  • Experience developing or maintaining content taxonomies is preferred

  • Basic HTML/CSS familiarity is a plus

  • Experience with returns, warranty, or shipping-related content and platforms such as AfterShip is a plus

  • Ability to maintain working-hour overlap with U.S. Pacific, Mountain, or Central time zones

  • Availability for approximately 20 hours per week on an ongoing basis

Apply now