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.
This is an opportunity for someone looking to grow their experience in knowledge management, content creation and learning. You don’t need to tick every box; we’re interested in clear communication, curiosity and a willingness to learn.
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.
RELEVANT EXPERIENCE
Experience in knowledge management, content creation, learning and development or instructional design.
Hands-on experience with a knowledge platform (e.g. Confluence, Zendesk, Notion).
Comfortable working with ambiguity and changing requirements, with experience working in a fast-paced, dynamic environment (high-growth fintech a plus).
Working knowledge of operations, including familiarity with operational processes, workflows and the day-to-day realities of the teams you'll be supporting.
Exceptional written and verbal communication skills, with an ability to simplify and accurately represent complex operational, risk, and regulatory processes.
Detail-oriented approach with excellent proofreading, editing, and content quality assurance skills.
A proven track record of collaborating effectively with Subject Matter Experts and cross-functional teams to gather high-stakes information quickly.
Strong organisational and time management skills, with the ability to manage competing content priorities across multiple workstreams.
Working knowledge of KM metrics and reporting (content freshness, coverage, search success, deflection) and the ability to communicate progress clearly to stakeholders.
NICE-TO-HAVE
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.
Additional Information
Bring all of you to work
We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one.
Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands.
We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.
It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.
Life at Checkout.com http://Checkout.com
We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.
Curious about what it’s like to be part of our team? Visit our Careers Page https://www.checkout.com/careers to learn more about our culture, open roles, and what drives us.
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