Sr. Knowledge Management Expert - Customer Service

Canva

Makati, Philippines
On-site
Own content quality and customer experience
Lead complex content changes end-to-end
Partner closely with product and customer support
This role is part of the User Voice Supergroup, which exists to ensure every user is empowered, and every voice is heard

Job Summary

  • This role is part of the User Voice Supergroup, which exists to ensure every user is empowered, and every voice is heard.
  • You'll lead complex content changes end-to-end, partner closely with Product and Customer Support stakeholders, and guide junior writers.
  • Equity packages, inclusive parental leave, annual Vibe & Thrive allowance, flexible leave options, and global exposure are offered.

Matching Summary

This role is part of the User Voice Supergroup, which exists to ensure every user is empowered, and every voice is heard.

Skills & Requirements

Must-have

  • own content quality and customer experience
  • lead complex content changes end-to-end
  • partner closely with Product and Customer Support
  • design content that performs for AI systems
  • use performance data and user insights

Nice-to-have

  • empowering users and hearing voices
  • solving complex problems from strategy to execution
  • simplifying the complex while maintaining nuance
  • global exposure and growth opportunities

Key Requirements

  • extensive experience as a content writer
  • experience from a tech or SaaS support environment
  • experience leading multi-surface content projects
  • understand how to design content for AI systems and human workflows

Work Rights

Not specified

Tailored Resume

Cover Letter