Overview
As a member of the Knowledge Management Team within CS Back Office, you link Client Success with product, marketing, and other functions to keep client-facing information accurate. You will create and maintain knowledge articles, training materials, and content for FAQs and chatbots, guiding the client journey. You design and optimize the chatbot experience, analyze errors, and drive improvements in automated communication. You also support incident management and on-call information distribution, ensuring fast, clear communication during outages.
Leistungen / Benefits
- international relocation support
- attractive compensation package
- company pension scheme
- Deutschland Jobticket subsidy
- PRIME+ Broker subscription
- Urban Sports Club
Verantwortungsbereiche
- Create internal knowledge articles and translate them into training materials on the training platform
- Prepare information, product changes, and client journey updates for FAQ portal, chatbot, and client service teams
- Structure chatbot answers, analyze errors, and continuously optimize automated communication
- Plan and conduct agent training sessions; keep training materials up to date
- Support Incident Management and participate in on-call shifts to ensure rapid information distribution during emergencies
- Analyze processes to identify gaps and derive optimization strategies in collaboration with the team
- Ensure communication standards are met across knowledge management outputs
Zentrale Anforderungen
- Strong communication skills and organizational talent
- Analytical thinking and pattern recognition for improvement opportunities
- Experience with modern knowledge management systems such as Salesforce, shelf.io, or similar tools
- Experience in structured knowledge transfer and creating training concepts/materials
- Ability to analyze processes for gaps, derive strategies, and implement them with the team
- German and English skills (C1)
- Communication
- Analytical thinking
- Customer focus
- Salesforce
- shelf.io
- Knowledge management systems
Knowledge & Training Manager (m/f/x) in München Arbeitgeber: Scalable Capital
Scalable Capital ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern die Möglichkeit bietet, in einem dynamischen und innovativen Umfeld zu arbeiten. Mit einem starken Fokus auf persönliche und berufliche Entwicklung, flexiblen Arbeitsmodellen und einem attraktiven Vergütungspaket fördert das Unternehmen eine inklusive und vielfältige Kultur. Die Standorte in Berlin und München bieten nicht nur Zugang zu einer lebendigen Stadt, sondern auch die Chance, Teil eines der am schnellsten wachsenden Fintech-Startups in Europa zu sein, das einen echten Einfluss auf das Leben seiner Kunden hat.
