KCS Coach Lead & Technical Writer (Remote)

Experian • United States, UNITED STATES

4d • $80,237 - $139,077 • Remote

About The Position

Reporting to the Senior Manager of Knowledge Management and Customer Community, the KCS Coach Lead & Technical Writer is a dual-role position responsible for leading our Knowledge-Centered Service (KCS) coaching initiatives across the organization, while also supporting the RFP team with high-quality technical writing. You are passionate about knowledge sharing, continuous improvement, and delivering compelling content for client proposals.

You'll have opportunity to:
KCS Coach Lead (Approx. 60%)
Technical Writer – RFPs (Approx. 40%)

Requirements

• 3–5+ years of experience in a knowledge management, technical writing, or related role.
• Experience with KCS (Knowledge-Centered Service) and a deep understanding of its methodologies
• Experience coaching or mentoring others, ideally within a knowledge-sharing or support environment.
• Excellent technical writing and editing skills, in B2B or SaaS environments.
• Experience supporting RFP or proposal development processes.
• Proficient in knowledge management systems (e.g., Salesforce Knowledge, ServiceNow) and content collaboration tools.

Responsibilities

• Lead the KCS coaching program by training, mentoring, and supporting internal teams on KCS principles and practices.
• Partner with Knowledge Domain Experts and stakeholders to reinforce knowledge management as a strategic discipline.
• Develop and maintain KCS training materials, job aids, and playbooks to ensure consistency and scalability.
• Monitor knowledge base health metrics and coach contributors to improve article quality, findability, and reuse.
• Conduct regular coaching sessions and feedback loops to drive knowledge and continuous improvement.
• Collaborate with teams to promote a culture of knowledge sharing and accountability.
• Collaborate with subject matter experts to create, update, and maintain technical content for RFPs, RFIs, and other proposal documents.
• Translate complex technical concepts into clear, concise, and compelling responses tailored to prospective client needs.
• Maintain a centralized knowledge library of RFP content, ensuring alignment with brand, voice, and compliance standards.
• Contribute to the creation and editing of boilerplate and standard response language for accuracy and consistency.
• Support the RFP process by reviewing, formatting, and organizing content for submission.

Benefits

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed