Senior Knowledge Strategist (Customer)
As part of the Customer Operations Team, the Senior Content Strategist is responsible for developing and overseeing a globally consistent, locally appropriate content strategy for all knowledge management and documentation in the Customer Team.
Through leading a team of Knowledge Development Specialists, and by forging close partnerships with content contributors across the team and organisation, this new role will play a critical role in delivering the Customer Teams’ technology-led strategic business objectives.
Key Responsibilities
Own and continuously develop MPB’s comprehensive library of help centre articles to empower customers in all markets to easily find answers to a wide range of common questions
Ensure that team members can easily find the information they need by developing a content strategy for the internal Knowledge Hub
Collaborate within the Product and Customer team to identify new content needs and address existing gaps
Ensure that content is aligned with company standards and copybooks, is easy to understand, and accessible
Analyse customer interactions with AI-powered chatbots and implement iterative updates and improvements to content based on customer feedback and performance metrics
Work closely with UX, Product, and Customer Support teams to ensure a cohesive content strategy and delivery both regionally and globally
Collaborate with Content Designers and Copywriters to develop messaging frameworks for copybooks used across the business
Monitor and analyse content performance metrics and make data-driven recommendations for enhancements
Develop a deep understanding of customer needs and expectations from multiple data sources across the customer journey, tailoring content accordingly
Lead a team of regional Knowledge Development Specialists to design, develop, and deliver technical training content to support ongoing business initiatives
Own the Customer Support training and onboarding programme globally, ensuring that content is globally consistent and locally appropriate
Who we are looking for...
Naturally this role requires an exceptional level of communication and language comprehension, with a critical eye for detail, and proven experience in content creation, curation, and optimisation.
Familiarity with AI technologies and their applications in customer support is a must, as is prior knowledge and experience using Customer Support messaging tools and platforms (e.g. Intercom, Aircall etc.) You should be familiar with setting up workflows and automations, and be confident in optimising settings and enabling features to fully leverage SaaS capabilities.
You will therefore need to be tech-savvy, naturally analytical, and curious about the world of technology and innovation. You are excited about data, how to measure performance and customer feedback in different ways, and will demonstrate ability in interpreting and tracking data across multiple sources.
Skills & Experience
Essential:
Strategic thinker with a customer-first mindset
Ability to manage multiple projects and deadlines
Proactive and self-motivated, with a keen eye for detail
Adaptable and open to feedback, with a continuous improvement approach
Strong analytical skills and the ability to interpret data to drive content decisions
Previous leadership experience, ideally in a customer support or training environment
Desired:
Experience in data reporting e.g. working with Tableau and/or other Data Visualisation Tools
Previous Admin or ‘super-user’ experience in relevant customer engagement software
Prior experience in setting up or developing a knowledge base
Experience in managing teams remotely and/or in other regional locations
Benefits at MPB
For our full list of benefits, please check out our 'UK Benefits' section of the career page. Here are a few of the perks on offer here:
- 25 days annual leave + bank holidays
- 4% employer contributory pension scheme
- Private healthcare
- Flexible hybrid working options
- Access to EAP with a range of employee discounts
- Dog friendly workplace.
- Bespoke Learning Management System - the MPB 'Learning Lab' with access to thousands of free courses to upskill in any areas you'd like; whether personally or professionally.
- 2 volunteer days for charity which aligns with MPB values
- Department
- Customer Experience
- Locations
- Brighton
- Remote status
- Hybrid Remote
Brighton
We are MPB
MPB is the largest global platform to buy, sell and trade used photography and videography kit. We are the simple, safe and circular way to trade, upgrade and get paid for kit.
Starting in the UK in 2011, we have grown to 450+ people and have offices in the creative hubs of Brighton, Brooklyn and Berlin.
We are pushing boundaries, investing in sustainability, and are dedicated to making kit accessible for everyone.
If you’re passionate, collaborative, and always looking to learn, then MPB is the place for you.
Senior Knowledge Strategist (Customer)
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