Full-Time Support Operations Manager - Knowledge Operations

#TeamNextdoorNextdoor (NYSE: KIND) is the essential neighborhood network. Neighbors, public agencies, and businesses use Nextdoor to connect around local information that matters in more than 340,000 neighborhoods across 11 countries.

The Neighborhood Operations team is committed to providing outstanding support to our diverse community of neighbors, agencies, businesses, and advertisers and helping them get the most out of their Nextdoor experience.

As a service team, we embrace change, continuous improvement, collaboration, and open communication.

Knowledge Operations Manager is a foundational role within Neighborhood Operations, responsible for Help Center knowledge accessed by customers, as well as internal resources used by the frontline agents who support them.

You will regularly collaborate with Customer Experience, Product Marketing, Legal, and Support Operations teams to define content strategy and resolve content gaps and areas of opportunity within the Help Center and internal knowledge base.

You will also provide strategic partnership to Self-Service and Tools Program Managers in the design and implementation of solutions to improve the usability, efficiency, and efficacy of knowledge systems.

What you'll do

1. Create, publish, and maintain knowledge articles and resources (e.g. email templates) used to support Nextdoor neighbors and customers
2. Manage stakeholder requests for new or updated resources promptly, gathering necessary information
3. Collaborate with stakeholders to define content strategies for new products and policies, and implement process improvements
4. Translate complex information into clear, accessible language
5. Establish and enforce content style and structure guidelines
6. Implement and optimize AI knowledge solutions to enhance self-service
7. Analyze data to identify knowledge and process gaps; partner with stakeholders to prioritize and resolve issues
8. Monitor and drive key knowledge performance indicators (KPIs) such as self-service rate, article freshness, and search success
9. Provide reporting and insights on knowledge resource usage, efficacy, and satisfaction
10. Partner with Self-Service and Tools Program Managers on the design, optimization, and administration of support knowledge systems
11. Support the Training Operations team in large-scale agent training initiatives as needed
12. Participate in in-person Nextdoor events such as trainings, off-sites, volunteer days, and team building exercises
13. Build in-person relationships with team members and contribute to Nextdoor’s company culture

What You’ll Bring to the Team

• 3+ years of experience in customer support operations
• Experience creating and managing knowledge base articles in a Content Management System
• Excellent written communication skills with strong attention to detail
• Demonstrated experience optimizing knowledge to drive the success of AI solutions
• Data-driven mindset with experience using analytics to inform content decisions
• Proven ability to thrive in a fast-paced, dynamic environment and manage priorities effectively
• Strong interpersonal skills and ability to collaborate with stakeholders across varying disciplines and levels
• Ability to independently drive cross-functional projects to completion

Bonus points for: Experience with Salesforce Service Cloud and/or Salesforce Knowledge, Experience formatting content using HTML and CSS, Knowledge of User Experience Design best practices, Proficiency with Google Analytics

Starting salary is expected to range from $95,000 to $110,000 on an annualized basis.

Compensation will vary depending on your relevant skills, experience, and qualifications.

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