Full-Time Knowledge Base Manager
Coinme is hiring a remote Full-Time Knowledge Base Manager. The career level for this job opening is Manager and is accepting Latam based applicants remotely. Read complete job description before applying.
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Coinme
Job Title
Knowledge Base Manager
Posted
Career Level
Full-Time
Career Level
Manager
Locations Accepted
Latam
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Job Details
Knowledge Base Manager
Position Summary
Knowledge Base Manager will create customer-facing documentation while using data to prioritize content that reduces support costs. This role balances technical writing, basic analytics, and AI tool usage to improve customer success. You'll report to the Operations Manager and collaborate closely with key personnel from Customer Support, Marketing, and Product teams. This is a hands-on role in a startup where cross-functional partnership is essential. This position directly reduces support costs while improving customer satisfaction. You'll see your impact through clear metrics and have the autonomy to make data-driven improvements.
Core Responsibilities
Documentation & Content Strategy
Position Summary
Knowledge Base Manager will create customer-facing documentation while using data to prioritize content that reduces support costs. This role balances technical writing, basic analytics, and AI tool usage to improve customer success. You'll report to the Operations Manager and collaborate closely with key personnel from Customer Support, Marketing, and Product teams. This is a hands-on role in a startup where cross-functional partnership is essential. This position directly reduces support costs while improving customer satisfaction. You'll see your impact through clear metrics and have the autonomy to make data-driven improvements.
Core Responsibilities
Documentation & Content Strategy
- Create and maintain internal and external documentation (guides, FAQs, help center)
- Establish documentation standards and quality control
- Leverage AI tools for content creation and automation
- Prioritize content based on CRM analysis
- Track which documentation reduces support intake volume
- Use data to identify content gaps and opportunities
- Create simple monthly reports showing documentation impact
- Make recommendations based on user behavior data
- Research competitor documentation approaches
- Gather feedback from Customer Support and Product teams
- Test new AI tools and documentation methods
- Keep documentation aligned with product updates
- 2+ years of technical writing or documentation experience
- Ability to analyze data and identify patterns
- Comfortable with Excel and basic analytics
- Experience with AI tools (ChatGPT, Claude, or similar)
- Strong writing skills - can explain complex topics simply
- Self-directed and comfortable working remotely
- Degree in English, Comparative Literature, Data Analytics, or related field
- Cryptocurrency/blockchain knowledge
- Technical writing certification
- UX research or content strategy experience
- Experience working in distributed/remote teams
- Reduce support ticket volume by 30% within first year
- Ensure 80% of prioritized content delivers expected impact
- Complete 2-3 research projects that improve documentation strategy
- Base all major documentation decisions on data insights
- Maintain positive stakeholder satisfaction scores
- Monthly documentation impact reports
- Competitor documentation research
- Customer journey documentation improvements
- Implementation of AI tools for content efficiency
- Training our internal and external Customer Support AI tool
- Propose updates to customer support flows based on data
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Knowledge Base Manager at Coinme is
8th of September 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Latam
] applicants. .
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