Knowledge Management Specialist
About the role
As Salmon continues to expand across both lending and banking products, keeping our Customer Service teams informed is critical to delivering a consistent customer experience. Product launches, process improvements, and policy updates happen frequently, and our Knowledge Base is the single source of truth that enables agents to support customers confidently and accurately.
We're looking for a Knowledge Management Specialist to own and continuously improve our internal Knowledge Base. In this role, you'll work closely with Product, Business Analysts, Operations, Training, and Quality teams to ensure every approved change is translated into clear, accessible, and actionable documentation before it reaches frontline teams. If you enjoy organizing information, simplifying complex processes, and driving operational excellence, this role is for you.
What you'll do
- Own and maintain the Salmon Knowledge Base across Lending and Banking products, ensuring content is accurate, complete, and up to date.
- Translate product launches, policy changes, and process updates into clear, easy-to-follow Knowledge Base articles for Customer Service teams.
- Partner with Product, Business Analysts, Operations, Training, and Quality teams to validate content before publication.
- Conduct regular audits to identify outdated content, knowledge gaps, inconsistencies, and opportunities to improve documentation.
- Gather feedback from Customer Service and Quality teams to improve Knowledge Base structure, searchability, and usability.
- Manage multiple documentation requests simultaneously while maintaining accuracy and meeting deadlines.
- Monitor recurring operational questions and identify opportunities to improve documentation that supports agent performance and compliance.
What makes you a strong fit
- At least 6 months of experience in Salmon Customer Service or a similar customer support environment.
- Strong written communication skills with the ability to explain complex processes in a simple, structured, and user-friendly way.
- Excellent attention to detail and a commitment to maintaining high-quality documentation.
- Strong organizational and time management skills, with the ability to prioritize multiple requests in a fast-paced environment.
- Comfortable collaborating with cross-functional teams and managing stakeholders across Product, Operations, Training, and Quality.
- Proactive mindset with the ability to identify knowledge gaps and recommend improvements before they impact operations.
- Experience with knowledge management platforms, documentation tools, or internal wikis is a plus.
- English proficiency at B2 level or above.
