Knowledge Management Specialist
Role Summary
Join Checkout.com as a Knowledge Management Specialist in London, empowering teams with accessible knowledge to drive exceptional customer experiences.
About the Organisation
We’re Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.
We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.
Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.
If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact.
With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started.
Knowledge has the power to shape how an organisation learns, adapts and succeeds. When people can easily find and trust the information they need, they make better decisions, move with confidence and create better experiences for our customers.
In this role, you’ll help build the connections, habits and resources that make knowledge easier to share and reuse. You’ll bring people and ideas together, make expertise more accessible and help teams learn from one another, reducing duplication while creating space for better ways of working.
As a Knowledge Management Specialist, you’ll work with subject-matter experts and teams across the organisation to turn fast evolving product, risk and regulatory requirements into clear, practical and easy-to-find guidance. Your work will help frontline and specialist teams act with clarity, consistency and confidence.
Key Responsibilities
- Translate complex onboarding, fraud, disputes, complaints, and account security processes into clear, user-friendly knowledge assets (articles, how-to video guides, process flows, FAQs) for frontline and specialist teams.
- Work closely with Process Architects and Subject Matter Experts to rapidly capture, draft, and publish knowledge as new workflows go live, keeping pace with a fast-moving launch roadmap.
- Act as the knowledge liaison between Operations, Product, Compliance, Legal, and Training teams, ensuring content reflects evolving regulatory requirements and product changes.
- Track and analyse knowledge base performance and usage metrics to identify content gaps and opportunities for improvement.
- Maintain taxonomy and tagging standards to ensure content findability and effective AI/assistant integration.
Minimum Requirements
- Experience supporting a new team or product launch, where knowledge and process are being built in parallel.
- Understanding of learning design, instructional writing or adult learning principles.
- Familiarity with workflow automation, AI-assisted content creation, emerging knowledge technologies, and AI-assisted search or chatbots for knowledge sharing.
- Experience working with crypto and blockchain products, with an understanding of their operational and regulatory considerations.
Eligibility Criteria
Eligibility details regarding sponsorship and international applicants are unclear.
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