Key skills
AIArtificial IntelligenceSalesforceCommunication
About this role
Role Overview
- Structure and maintain the knowledge base as the single source of truth for all channels;
- Ensure content standardization (format, depth and clarity);
- Validate content alignment with operations (CSC, call center and service units);
- Translate processes and business rules into structured customer service content;
- Define and maintain the knowledge base governance model (updates, owners and versioning);
- Provide direct support to agents and the Copilot, ensuring the quality of the knowledge base consumed by AI;
- Identify content gaps that cause errors, rework or increased contact volume;
- Organize and prioritize the knowledge base backlog;
- Support the evolution of the omnichannel model through the knowledge base;
- Act as the technical reference for structured customer service content.
Requirements
- Bachelor's degree in Business Administration, Engineering, Systems, Communication or a related field;
- Experience with process mapping (SIPOC, BPMN);
- Experience in structuring and managing knowledge bases;
- Knowledge of service modeling and customer journey mapping;
- Experience with customer service operations (CSC, call center or similar);
- Familiarity with omnichannel concepts;
- Basic understanding of Artificial Intelligence applied to customer service;
- Experience with Salesforce.
Benefits
- Scholarships of up to 100% for employees, legal dependents and household members (father, mother and siblings). Up to three simultaneous scholarships allowed;
- Health insurance with full subsidy for the employee and partial coverage for their family; employee responsible for co-payment;
- Optional dental coverage to support oral health;
- Meal allowance or food voucher with the option to choose according to your needs;
- Wellhub or Totalpass for flexible gym options;
- Wellz — a platform focused on employees' mental and emotional health offering various types of support, including access to individual online therapy;
- Well-being program and perks club with dedicated programs and exclusive benefits;
- Flexible dress code to promote our diversity;
- Life insurance;
- Partnership with SESC;
- Corporate University available on our exclusive portal, Educare;
- Growth opportunities — currently more than 60% of positions are filled through internal selection processes.