Knowledge Curator

About the role

The Knowledge Curator is responsible for maintaining the accuracy, organization, and accessibility of the organization's knowledge assets that support AI-driven and human-assisted operations. This role manages the lifecycle of operational knowledge by coordinating content updates, identifying knowledge gaps, maintaining information architecture, and ensuring documentation remains current, searchable, and aligned with evolving products, policies, and business processes.

What you'll do

• Review and maintain knowledge assets to ensure documentation accurately reflects current products, services, policies, processes, and operational procedures.
• Coordinate with subject matter experts and business stakeholders to validate, update, approve, and publish knowledge content in a timely manner.
• Manage the lifecycle of knowledge assets, including content reviews, revisions, archival activities, and publication schedules.
• Identify, document, prioritize, and resolve knowledge gaps identified through operational feedback, quality reviews, exception trends, customer interactions, and business changes.
• Organize, structure, categorize, and tag knowledge content to improve searchability, accessibility, and information retrieval across knowledge management platforms.
• Review and integrate new or revised documentation while ensuring consistency, accuracy, and adherence to documentation standards.
• Conduct periodic audits of knowledge repositories to verify content quality, relevance, completeness, and organizational consistency.
• Monitor changes to products, services, systems, policies, and business processes to ensure knowledge assets remain current and aligned with operational requirements.
• Maintain documentation standards, governance practices, version control, and knowledge management processes that support organizational consistency and compliance.
• Develop reports and metrics related to knowledge quality, content health, documentation currency, and knowledge management activities.
• Collaborate with Operations, Quality, Training, Product, Technology, and other cross-functional teams to support continuous improvement initiatives and operational readiness.
• Identify opportunities to improve knowledge management processes, content organization, documentation standards, and overall knowledge effectiveness.
• Adhere to company policies and procedures.
• Meet or exceed performance targets for related KPIs.
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
• Collaborate with other departments as needed.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.
• Perform other duties as assigned.

Requirements

• Minimum of two (2) years of experience in knowledge management, technical writing, documentation, training content development, content management, or a related field.
• Experience maintaining knowledge bases, documentation repositories, standard operating procedures, help center content, or other operational knowledge assets.
• Experience coordinating with cross-functional stakeholders to review, validate, and maintain documentation accuracy and completeness.
• Knowledge of information architecture, content organization, taxonomy, tagging, and documentation best practices.
• Experience identifying documentation gaps and translating operational feedback into knowledge improvements.
• Experience utilizing knowledge management platforms, content management systems, documentation tools, or similar technologies is preferred.
• Strong written and verbal communication skills with exceptional attention to detail, editing, and documentation quality.
• Strong organizational and time management skills with the ability to manage multiple priorities and recurring review cycles.
• Strong analytical and problem-solving skills with the ability to evaluate documentation quality, identify trends, and recommend improvements.
• Ability to work independently and collaboratively in a fast-paced environment while managing ongoing documentation initiatives.
• Commitment to documentation excellence, operational accuracy, continuous improvement, and knowledge integrity.

About Supportninja

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing cutting-edge technology, and challenging the status quo. We change the game by prioritizing fun in our workplace. By joining our team, you'll have the opportunity to serve world-class customers through various channels while also working in our growth centric and fun-forward culture.

Visit Supportninja→

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