Knowledge & Enablement Specialist | Fast growing start up

OVERVIEW As a Knowledge and Enablement Specialist, your primary focus is to ensure company knowledge and conversation resources are accurate, up-to-date, and effectively supporting both internal teams and external users. This foundational role plays an integral part in ensuring we provide world class customer support in an effective and efficient manner. CORE RESPONSIBILITIES Knowledge Base Management - Maintain and regularly update the support team’s Knowledge Base, housed within Notion - Ensure documentation is accurate, clear, and accessible Process Documentation - Own support process expertise, proactively identifying and resolving conflicts between teams, systems, and/or procedures to ensure a frictionless experience - Collaborate with other teams to build and document new processes Conversation Tools Oversight - Manage Fin (formerly known as Intercom) conversation resources, including tags, workflows, macros and contact data - Monitor the impact of resources and optimize settings to improve efficiency and user experience New Hire & Continuous Education - Manage all new hire onboarding, including, but not limited to, leading virtual classroom sessions, scheduling and overseeing shadow sessions, building knowledge checks and assessing new hire preparedness - Maintain and regularly update all onboarding and educational materials - Build, launch, and track continuous education efforts, such as refreshers and quizzes REQUIRED SKILLS & QUALIFICATIONS - Expert-level verbal and written communication skills in English (US) is a must - Strong organizational and documentation skills - Familiarity with customer ticketing and communication systems. Experience with Fin is preferred - Comfortable leading engaging presentations for diverse groups of people - Proven success with managing knowledge base systems - Ability to simplify complex processes into clear, user-friendly documentation - A reliable work-from-home setup (computer, stable internet, quality headset, etc.) - Able to work 8-hour shifts (including a 30 minute break), 5 days a week, during standard US business hours PERFORMANCE EXPECTATIONS - Continuous Improvement: Drive improvement by identifying trends and opportunities and surfacing recommendations to leadership that boost team efficiency and elevate the overall experience - KPI Requirements: Meet or exceed defined targets for all KPIs including, but not limited to: Knowledge Base accuracy and freshness, new hire time-to-proficiency, knowledge check scores, and CSAT for resource-assisted conversations - Process Adherence: Follow policies and procedures, as noted in the Contractor Handbook and team knowledge base, at all times. - Professional Development: Actively participate in training sessions and skill-building opportunities OUR COMPANY VALUES - Bold: We dream big, take risks, and set ambitious goals. We prioritize, hustle, and see every failure as a learning opportunity for future growth - Empathetic: We are honest, transparent, and committed to doing what’s right—for our customers, colleagues, company, and the world. - Accountable: We hold ourselves to high standards and follow through on our commitments. Customers choose us because they trust our brand and our people. - Self-starters: We take ownership of problems we encounter. Our impact is defined not by job titles, but by the work that needs to be done. - Team First: We believe success is a team effort. Individual performance is essential and valued, but never at the expense of the team. DEVELOPMENTAL OPPORTUNITIES - Skill Specialization: Develop expertise in specific product areas or support channels - Cross-Functional Growth: Exposure to other departments through special projects and collaborations - Training & Certification: Access to professional development resources and industry certifications