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Responsibilities
Knowledge Base Manager Contractor
CONTRACT SUMMARY:
Crypto Knowledge Manager to 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.
Team Structure: You will 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.
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.
Analytics & Optimization:
* 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 & Improvement:
* 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.
Key Stakeholders & Collaboration:
* Customer Support Leadership Team: Regular collaboration on support trends and content needs.
* Product Team: Coordination on new feature documentation.
* Marketing: Alignment on customer-facing messaging.
* Engineering: Technical accuracy reviews as needed.
REQUIRED QUALIFICATIONS:
* 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.
PREFERRED QUALIFICATIONS:
* 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.
KEY PERFORMANCE INDICATORS:
* Reduce support ticket volume by 30% within the 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.
KEY PROJECTS YOU WILL OWN:
* 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.
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