Customer Service Specialist

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The Knowledge and Insight Analyst identifies knowledge article needs and drives initiatives that enhance customer and agent experiences. This role is responsible for developing effective templates and crafting customer-facing and agent-facing knowledge articles that support a world-class support environment. The analyst will lead knowledge efforts for digital support and contact center operations, partnering with internal teams and third-party centers to ensure clarity and usability of content.

• Hybrid work model (mix of remote and in-office collaboration)

Education & Experience

• Bachelor’s degree in Communications or a related field and 2+ years of experience in a contact center environment developing knowledge articles
• OR no degree with 5+ years of directly relevant experience

Technical Skills

Required

• Collaborate with team members to build frontline agent processes
• Develop, build, and refresh knowledge articles
• Participate in business meetings as needed
• Analyze customer behavior data and provide actionable recommendations
• Conduct tool testing (Salesforce platform)
• Background in customer service
• Experience analyzing data using Power BI dashboards and/or Google Analytics

Soft Skills

Required

• Excellent verbal and written communication skills
• Strong interpersonal skills
• Internally motivated, proactive, and eager to learn

• Seniority level Associate

• Employment type
  
  Contract

• Job function
  
  Business Development
• Industries Staffing and Recruiting

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