We're looking for a motivated and driven CS Knowledge & Content Manager who will help us shape our team, drive the company to the next level, and have the most direct influence on our success.The CS Knowledge and Content Manager is a critical role responsible for incorporating Customer Service handling processes in the CS Knowledge articles and communicating new guidelines implementation to all Customer support providers. The person in this role will oversee the identification of knowledge gaps and, in collaboration with the Tech teams, drive improvements to the CS Knowledge tools. Additionally, the CS Knowledge and Content Manager is responsible for maintaining and updating CS templates, FAQs articles and the CS internal Knowledge space.This role has a big and direct impact on customer experience and CS operations. The ideal candidate will possess a strong understanding of adult learning and knowledge retention principles, a combination of content management and training expertise, exceptional organizational skills and customer-centric focus.Your Tasks – Paint the world greenKnowledge Management and Content Development:Design and implement a sustainable knowledge management process for FlixBus, ensuring effective use of the knowledge base.Create, update, and manage knowledge articles and content, including customer FAQs and communication templates.Optimize workflows for content creation and quality control.E-Learning and User Engagement:Develop and introduce new features and tools to enhance user engagement with e-learning platforms.Prepare didactic content in English for various stakeholders, focusing on Customer Service.Tracking, Reporting, and Strategic Development:Track usage through reports, identify knowledge gaps, and support the development of suitable KPIs.Introduce concepts and initiatives for further strategic development of our learning platform.Your Profile – Ready to hop on boardBachelor's degree in STEM, business, or management.Demonstrated track record of successfully owning complex projects and processes from inception to completion.Proven track record in designing and implementing knowledge management processes.Experience in creating, updating, and managing knowledge articles and content, including FAQs and communication templates.Demonstrated ability to develop and implement new features and tools to enhance user engagement with e-learning platforms.Our Perks – More than just a jobYou have an impact. With innovation and smart technology, we are creating the easiest way to travel. We want your ideas and give you autonomy to make them reality.Flix is flexible. Organize your own schedule with trust-based hours and up to 14 days of working from (m)anywhere. We are an office-first company, and we encourage all employees to come regularly to their local office.Travelling is our passion. Discover the world with your free Flix rides and bring along your friends and family for half price.Teamwork makes the dream work. Our FlixTeam has people from over 80 different nations. We work in a multicultural environment where we can challenge and support each other.We're not only green in color. We're building for the long term, and that means protecting our planet. We constantly test new green technologies and compensate for the CO2 after all our business travel since 2018.Your well-being is important to us. To treat your mind and body we will give you a competitive paid time off package, meal allowance, mental health support including 1:1 consultations with a psychologist, and a neat discount on UrbanSportsClub memberships.Want to rewrite the history of mobility with us? Then join our ride and apply now. We're excited to hear from you! We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply.About FlixWe are a global mobility provider with headquarters in Europe and the United States. Since 2013, we have changed the way millions of people have traveled, offering new alternatives for convenient, affordable and eco-friendly travel. Thanks to a unique business model and innovative technology, we have quickly established one of the largest long-distance mobility networks in the world – and our journey has just begun. Flix is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate on the basis of race, color, religion, gender (including pregnancy and gender identity), national, social or ethnic origin, political affiliation, sexual orientation, marital status, disability, age, veteran status, or other legally protected characteristics. All employment decisions are based on business needs, job requirements, competence and merit.
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