Knowledge Management System Administrator

Koalafi•Arlington, VA

2d•Onsite

About The Position

We’re looking for a sharp, organized, and thoughtful communicator to join our Agent Enablement team as a Knowledge Management System Administrator. This entry-level role is all about keeping our internal knowledge system (Guru) clean, accurate, and easy to use—so agents across Customer and Merchant Support can find the right answers fast and serve our lease-to-own customers with confidence. You’ll work closely with subject matter experts and partners across the department to manage content, track performance, and respond to knowledge requests. You’ll also own the file structure within Guru and help maximize the tool’s features so we get the most out of what it can do. If you're a quick learner who enjoys writing, editing, and digging into new tech, this role could be a great fit. You’ll help make work smoother for hundreds of agents. By keeping our knowledge resources clean, useful, and easy to find, you’ll make a direct impact on how fast and confidently our teams can support customers and merchants. You’ll be part of a collaborative, learner-friendly environment—and you’ll grow your skills every day.

Requirements

A degree or coursework in Communications, English, Learning & Development, or a related field
1 year of professional experience, ideally in social media, website management, or a corporate writing position
Strong writing and editing skills—clear, friendly, and focused on the user
Strong interpersonal skills – you’re able to work with stakeholders across the business and partner with them to communicate complex processes
Close reading and problem-solving skills – you’re able to assess workflows, uncover inefficiencies, and brainstorm effective solutions to fill the gaps
Confidence managing digital content and file structures — you bring strong organization skills with attention to detail when juggling multiple requests
Curiosity and quick learning when it comes to tools and technology
Familiarity with knowledge platforms like Guru, Notion, Confluence, or wikis
Experience working in a fast-paced, dynamic environment
This position requires regular in-person attendance at one of our two office locations (Richmond, VA or Arlington, VA). Candidates must already be located within a commutable distance to either location, as relocation assistance is not available at this time.

Nice To Haves

Spanish fluency or experience working with translation tools is a plus
Experience in customer service or operations is helpful for context—but not required

Responsibilities

Manage file structure, tags, and folders within our knowledge management system Guru
Use built-in features to improve searchability and usage
Responsible for quality control (QC) of new cards before publishing for clarity, tone, and accuracy
Archive outdated content and remove duplicates
Handle word swaps and light edits from business units
Respond to “wrong answer” reports from users
Follow up on requests in the content Slack channel
Reach out to internal subject matter experts for verification
Write and post Slack announcements about content changes
Review analytics to find usage patterns or gaps
Edit AI-generated drafts to fit our brand voice and tone
Use ChatGPT to brainstorm or build a starting point—but never publish AI content without first conducting a close review
Stay curious about new tech and eager to train on platform updates