Knowledge Specialist

Payoneer•New York, NY

About The Position

The CJ Knowledge Specialist is the strategic, hands-on owner of Payoneer’s Customer Journey knowledge ecosystem. In this role, you will design, govern, and continuously improve the knowledge program that powers our associates, customers, and self‑serve channels. You will build the frameworks, tools, and content operations that reduce effort, accelerate resolution, and elevate customer experience at scale. You will collaborate closely with CJ Operations, Ops Tech, Analytics, Training, QA, Product, and Risk to ensure knowledge aligns with business goals and drives measurable impact across Enterprise Services.

Requirements

Native or Advanced English proficiency with impeccable spelling, grammar, and communication skills.
2+ years of customer care experience delivering exceptional support.
Technical proficiency in MS Office, including Excel.
Clear & persuasive communicator across teams and customer-facing contexts.
Highly organized & detail‑oriented, able to manage multiple priorities.
Data‑driven content optimizer who uses insights to improve content and customer experiences.
Customer‑centric mindset with strong understanding of customer needs.
Knowledge management skills, including article formatting and documentation best practices.
Research & learning agility, able to quickly absorb information and apply it effectively.

Nice To Haves

Content writing & editing experience creating, reviewing, and refining content.
Relevant academic background

Responsibilities

Own the CJ knowledge strategy for Enterprise Services, including taxonomy, governance models, workflows, review cadences, and quality standards.
Develop and maintain clear procedures, SOPs, and guides using user‑friendly formats and decision trees.
Build feedback loops with associates, QA, and Training to drive continuous improvement.
Partner with Ops Tech and Product to enhance knowledge platforms and integrations.
Use analytics and AI to surface answers in‑flow and support chat/voice bot knowledge.
Represent CJ in Enterprise‑level initiatives, ensuring change readiness and successful go‑lives.
Lead change management, training enablement, and communications for new policies, processes, and product updates.
Build assets that increase autonomy and decision‑making.
Reduce escalations and handoffs through better guidance, structure, and tooling.