Knowledge Management

LanceSoft•Los Angeles, CA

1d•Remote

About The Position

We are seeking a detail-oriented and customer-focused Knowledge Management Contractor to design, organize, and optimize the customer support knowledge ecosystem. The role creates and maintains customer-facing and internal support documentation, including FAQs, Help Center articles, Standard Operating Procedures (SOPs), macros, and workflow guides. The contractor will help prepare and optimize content for AI-powered search, semantic retrieval, and knowledge access tools so agents and customers can find accurate information quickly. The role is remote, with a preference for candidates located in Northern New Jersey or Phoenix, Arizona. The contract runs from November 9, 2026, through February 9, 2027, with potential extension into Q1 2027 based on performance. Pay is USD $40–$42 per hour on W2.

Requirements

At least 2 years of experience in Knowledge Management, Technical Writing, Content Management, Customer Experience (CX), or Customer Support Operations.
Experience developing SOPs, workflows, process documentation, and customer support content.
Strong written communication skills and exceptional attention to detail, grammar, and formatting.
Experience with one or more knowledge management or helpdesk platforms: Zendesk, Gladly, Salesforce Service Cloud, Confluence, Notion, Guru, or Document360.
Experience organizing content for AI-powered knowledge systems, search tools, or semantic retrieval platforms.
Ability to translate complex processes into simple, user-friendly documentation.

Nice To Haves

Experience building or managing knowledge management programs in retail, consumer goods, e-commerce, or customer service operations.
Familiarity with Generative AI, Large Language Models (LLMs), and AI-assisted support tools.
Experience measuring knowledge base effectiveness and search performance.
Knowledge of customer support processes and operational best practices.

Responsibilities

Create, edit, and maintain customer-facing FAQs, Help Center articles, and support documentation.
Develop SOPs, process documentation, macros, and workflow guides for customer support teams.
Audit existing content and identify opportunities to improve standardization and accuracy.
Ensure consistency in tone, formatting, taxonomy, and naming conventions across knowledge repositories.
Structure and organize content to improve AI-powered search and semantic retrieval.
Apply metadata, tagging, categorization, and content hierarchy best practices.
Partner with support operations teams to improve AI-generated responses and knowledge accessibility.
Optimize documentation for human users and generative AI tools.
Partner with Support Operations, Product, Training, and subject matter experts to document processes and product updates.
Facilitate knowledge capture sessions to identify undocumented workflows and support procedures.
Gather feedback from frontline support agents to improve knowledge effectiveness.
Track knowledge adoption and identify content gaps.
Review search analytics, content performance, and knowledge usage metrics.
Recommend improvements to knowledge management processes and governance.
Maintain content governance standards and lifecycle management practices.