CX Knowledge Manager

6 days ago

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Manychat

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Manychat is a leading chat automation platform that helps businesses drive more sales and conversions through automated messaging services. It seamlessly integrates with platforms such as Instagram, WhatsApp, and Facebook Messenger to automate interactions, fuel lead generation, and handle customer support. Manychat is particularly effective in the eCommerce sector, enabling businesses to attract leads, automate FAQs, and increase engagement without the need for extensive retargeting campaigns. With Manychat AI, businesses can enhance their marketing efforts and ensure 24/7 engagement with potential customers, creating smarter pathways for communication and customer interaction. Trusted by over 1 million businesses globally, Manychat stands out as a key tool for social media-driven marketing strategies.

Facebook Messenger • Bot Creation • Bot Marketing • Bot Subscribers • Messenger Marketing

51 - 200 employees

☁️ SaaS

💰 $18M Series A on 2019-04

📋 Description

• Manychat is a leading Chat Marketing platform. We help businesses engage with their customers on Instagram, Facebook Messenger, WhatsApp, and Telegram. • Manychat is a Meta Official Business Partner, backed by top investors, including Bessemer Venture Partners. • With 250+ teammates across three global offices — Barcelona, Yerevan, and Austin — Manychat helps more than one million businesses worldwide interact with billions of customers in real-time at scale. • No matter the use case — generating leads, increasing engagement, providing 24/7 customer support, accepting payments, and beyond — Manychat helps businesses improve their ROI and grow faster. • We’re seeking a CX Knowledge Manager to take ownership of our external knowledge base and other CX knowledge resources and help us scale our user enablement efforts globally. • As the CX Knowledge Manager, you’ll lead efforts to empower users to self-serve, reduce support costs, and drive product adoption and retention. You’ll work with our internal product experts to create and maintain high-quality, user-friendly content, optimize the user experience of all CX knowledge resources, ensuring seamless access and usability, localize content for global audiences, and measure success through data-driven insights.

🎯 Requirements

• Bachelor’s degree in communications, education, business, technology, or a related field (or equivalent experience). • 3+ years of experience in Customer Service, Customer Success, Customer Education, or other CX teams, preferably in a SaaS or PLG environment. • 2+ years of experience in technical writing, content management, or knowledge management, preferably in a SaaS or PLG environment. • Experience creating content that is AI-friendly for chatbot tools, ensuring clarity and adaptability for automated responses. • Proven track record of developing and scaling knowledge base content, user enablement strategies, or similar customer education/self-service initiatives. • Experience localizing content for global audiences, including managing translation and adaptation processes. • Familiarity with managing Help Center platforms (e.g., Freshdesk, Zendesk, Intercom) and basic HTML/CSS knowledge. • Experience with SEO. • Excellent English language skills, both written and verbal (Spanish or Portuguese knowledge is a plus). • Ability to translate technical concepts into easy-to-understand language for diverse audiences. • Strong organizational and project management skills, with the ability to manage multiple priorities in a dynamic, fast-paced environment. • Data-driven mindset, with experience using analytics to improve content performance and user satisfaction. • Collaborative and cross-functional team player who thrives in a team-first culture. • Comfortable with technology: Zendesk, Intercom FIN, Google Analytics, HTML/CSS. Experience with Manychat is a strong plus.

🏖️ Benefits

• Professional development budget for relevant conference tickets, training programs, or courses. • Flexible benefits plan to choose the perks that fit your needs. • Comprehensive health insurance.