Knowledge Manager - Customer Support

About Fairphone

Fairphone is more than just a company - we are a global leader in sustainable, modular electronics, on a mission to change the electronics industry from the inside out. Built on strong social and environmental values, we are a diverse and inclusive team from all walks of life creating market consumer electronics that make a real impact.

At Fairphone, you will find a supportive and safe space where everyone can be themselves, collaborate openly, and have the freedom to learn and grow - because that's how we innovate and drive change together!

So… are you a proactive, self-motivated team player who loves taking initiative and bringing positive energy? Do you thrive in a fast-moving start-up or scale-up environment? Are you a great communicator who values collaboration and embraces different perspectives? And most importantly, do you feel a strong connection to Fairphone's mission and values? If you're nodding along and thinking, "Yes, that's me!",

then check out our vacancy below!

Please know that we acknowledge that we are living in a time where the use of AI can bring many efficiencies and support. However, we want to know the real YOU. Please try to limit the use of AI tools to generate answers to the application; we value authenticity and encourage you to use your creativity!

* Location:

Amsterdam (you should have the right to work in the Netherlands)

* Hours:

40 hours per week

* Start: ASAP

* Contract duration:
The 1st 12-month employment contract with the possibility of extension to permanent

* Final date to receive applications:
We review applications on a rolling basis. Please apply as soon as possible.

About your role

As our Knowledge Manager, you serve as the guardian of our organizational intelligence, ensuring that both our customers and internal teams have access to accurate, clear, and actionable information. You manage the entire lifecycle of non-technical content across our Zendesk Help Center and internal knowledge repositories, implementing KCS methodologies to bridge the gap between complex business processes and user-friendly documentation. You are a key collaborator who partners with our Business Process Specialists to translate operational logic into high-quality documentation and works with our technical specialists to optimize content for modern search and discovery.

Success in this role means maintaining a consistent brand voice across all touchpoints while ensuring our AI ecosystem and self-service portals operate at peak efficiency.

Key Responsibilities & Objectives

* Key Objectives

Establish and enforce KCS principles to integrate knowledge capture into the support workflow.

* Ensure internal and external knowledge repositories provide intuitive navigation through expert taxonomy and metadata design.

* Synchronize the tone and style of internal process documentation with external customer-facing articles for a seamless experience.

* Strategically reduce agent dependency on static macros in favor of dynamic, real-time knowledge access.

Your

Key Responsibilities

* Own the health, accuracy, and structural hierarchy of our Zendesk Help Center and internal knowledge bases.

* Translate complex operational logic and process maps into narrative or step-by-step documentation.

* Engineer content for modern search and discovery, focusing on search intent and structured data.

* Maintain the organizational brand persona while simplifying complex technical procedures for a general audience.

Core Activities

* Regularly craft, curate, and update all knowledge base articles and promotional content to ensure a consistent brand voice.

* Manage the approval workflow for new content and perform regular audits to remove outdated information.

* Partner with our Business Process Specialists to convert flowcharts and escalation paths into easy-to-follow internal workflows.

* Monitor and manage the taxonomy, categorization, and structural hierarchy of our internal and external knowledge bases.

* Work closely with our technical specialists to engineer and optimize content for consumption by automated systems and search tools.

* Design and maintain response templates (macros) to ensure agents communicate with precision and brand alignment.

* Utilize various specialized tools to segment processes for different audiences, regions, or knowledge tiers.

* Lead the effort to establish, advocate for, and enforce KCS principles across the organization.

Your Skills & Experience

Must-Haves

* You have a minimum of 3-5 years of experience in professional writing, knowledge management, or content strategy.

* You have some formal training in Communications, Information Management, or a related field.

* Deep understanding of Knowledge-Centered Service (KCS) methodologies and integrating knowledge into support workflows.

* Advanced proficiency in managing Zendesk Help Centers, including themes and permission levels.

* Exceptional writing and editorial skills with the ability to to translate complex details into clear, concise, and accessible…