The Knowledge Management Specialist position is a full-time role primarily responsible for: continuous improvement of Knowledgebase content, increasing adoption and usage of content, and localization of content.

The role will suit a candidate who wants to help create experiences our GCX teammates love. Strong written and verbal communication skills, ability to build trust and drive change are all critical skills for this role. This position requires working closely with the Global Customer Experience teams to help ensure speed, consistency, accuracy and in our Knowledgebase content.


The ideal candidate will be a Knowledge Management “champion” with the skills and understanding of the content delivery process. The candidate should have both a Customer Support and Content authoring background. Familiarity with translation, internationalization, or localization issues preferred. The candidate must have ability to work with cross-functional and international teams fostering collaboration between the Global Knowledge Management team and the wider GCX organization to ensure content is accurate, teammates can find it fast, and aligned globally where possible.


Principal areas of responsibility:

On-going engagement with GCE teams in their assigned region – Frontline teammates, Coaches, team leaders,

Provide on-going education to GCE teams on CSKB functionalities, Search best practices and content updates

Convert tribal knowledge from GCE teams into well written Knowledgebase Articles

Support training initiatives related to how to use the Knowledgebase

Write digestible, accurate, understandable Knowledgebase Articles according to established style guidelines

Validate Knowledgebase articles for regional accuracy and language quality

Regularly review and update Knowledgebase Articles based on analysis and feedback

Improve content quality through implementing suggestions and requests from Customer experience teams and quality/process improvement teams

Work closely with Knowledge Managers on continuous improvement projects related to the Knowledgebase

Develop and implement content for new country specific features released on the eBay site; Work on assigned country specific content projects

Work closely together with teams such as the LTS team, BU and Overflow partners


Job Requirements

Good communicator

Change agent

Accurate spelling and grammar, strong attention to detail

Understanding of factualization, localization and QA processes for content

Exposure and understanding of Knowledge Management (including KCS) preferred

Previous experience in Customer Support Quality, Training or Change Management preferred

Project management experience considered an advantage

Knowledge of an EU language at an editorial level is highly preferred

Excellent written and verbal skills in English

Bachelors degree required; degree in communication, journalism, or English preferred

A minimum 2 plus years of relevant professional writing experience, customer service background preferred

Bachelors Degree or Equivalent


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