Knowledge and Content Specialist at Lattice
San Francisco, CA, US

About the role:

The Knowledge and Content Specialist is able to manage and assist our Customer Experience and Marketing teams by maintaining and building accessible resources for our customers to find the information they need. Your primary responsibilities are to lead the content management and strategy for our external knowledge base written articles and Lattice University videos and remain close to our customers by supporting our premium customers.

Responsibilities: 

  • You are the knowledge base and content Subject Matter Expert for Customer Care and Customer Experience
  • You are able to amplify trust and facilitate cross-team collaboration that drives efficiency through our help center articles, Lattice University, and customer responses 
  • You recognize trends in general customer feedback and are able to consolidate ideas, leverage data, and present information in a succinct, digestible manner to change standard operating procedures and content strategies. You’re able to work proactively in communicating with both internal teams and external customers
  • You focus on putting forth extra effort to put others at ease through clear and catered communication- both internally and externally

Expectations include: 

  • Lead the Lattice Help Center Article and Lattice University content and strategy across the Customer Care team and provide ideas about how to improve our help center infrastructure and architecture
  • Create content and guide identified resources within the team on what topics to create based on product updates and new features
  • Review and publish help center articles and Lattice University videos produced by members of the team to follow a unified format and language
  • Maintain the help center content by removing deprecated content, revising outdated ones and collecting potentially missing content by surveying other teams including sales, product and marketing
  • Track and report on data related to educational resources to make data driven decisions on topics including Help Center maintenance, Lattice University videos, and monthly Customer Care webinars
  • Help drive and maintain a customer self-service metric 
  • Keep in close contact with front line feedback by supporting Premium Support customers 

Desired skills and experience:

  • Be creative and bring ideas on how to optimize our help center and Lattice University content 
  • Have strong written communication and know how to add a special ‘human touch’ to make comms fun to read 
  • Be data driven and make decisions based on metrics and anecdotal feedback from customers and cross-functional teams
  • Experience working in a SaaS environment
  • 2+ years of professional experience in customer support or customer success and 1+ years experience in content development

Why Lattice?

  • We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment
  • The opportunity to join an experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day
  • Partner with 2,000+ companies around the world to make sure their employees are engaged and performing at a high level
  • A culture that encourages and promotes professional growth and development, with continuous learning reimbursements
  • Competitive salary, equity, and benefits
  • Flexible vacation/time-off policy