Knowledge Base Administrator (AI) - Remote

Overview

As an AI Knowledge Base Author (AI KBA) at Mukuru, you will be a key player in crafting high-quality, user-centric content that enhances the overall user experience. Working closely with product managers, customer support teams, and developers, you will ensure that all content is accurate, up-to-date, and easy to understand. Your work will directly impact user satisfaction by providing the information they need to resolve issues and navigate complex processes with ease. The content you create will be used by AI agents to provide fast, accurate responses to customer inquiries, allowing Mukuru to deliver exceptional customer service at scale.

In Short

• Write clear, concise, and engaging knowledge base articles, FAQs, how-to guides, and troubleshooting documents.
• Adapt content to different technical skill levels.
• Leverage AI tools to generate, refine, and optimize content.
• Translate complex information into simple, actionable content.
• Organize content logically for intuitive navigation.
• Collaborate with product managers, developers, and customer support teams.
• Regularly review and update content for relevance.
• Use analytics tools to track article performance and improve content.
• Engage in professional development and networking opportunities.
• Participate in AI agent quality assurance and testing.

Requirements

• Bachelor’s degree in linguistics, communications, UX design, or related field.
• 2-3 years of experience in Technical Writing, Content Writing, or Knowledge Management.
• Advanced experience with CMS platforms like Zendesk Guide.
• Proficiency with AI writing tools such as MS Copilot.
• Understanding of conversational AI and user context.
• Advanced knowledge of keyword usage and metadata for SEO.
• Experience in using analytics to measure content effectiveness.
• Familiarity with Markdown or light HTML.
• Strong multitasking and time management skills.
• Excellent communication skills.

Benefits

• Opportunity to work in a dynamic and innovative team.
• Engagement in continuous professional development.
• Contribute to enhancing user experience and customer service.
• Work remotely with flexible hours.
• Be part of a diverse and inclusive workplace.