Support Operations Manager - Knowledge Operations

#TeamNextdoor

Nextdoor (NYSE: KIND) is the essential neighborhood network. Neighbors, public agencies, and businesses use Nextdoor to connect around local information that matters in more than 340,000 neighborhoods across 11 countries. Nextdoor builds innovative technology to foster local community, share important news, and create neighborhood connections at scale. Download the app and join the neighborhood at nextdoor.com. 

Meet Your Future Neighbors

The Neighborhood Operations team is committed to providing outstanding support to our diverse community of neighbors, agencies, businesses, and advertisers and helping them get the most out of their Nextdoor experience. As a service team, we embrace change, continuous improvement, collaboration, and open communication. We advocate for the needs of the community to help the organization build a product that delights customers, but are also here to support them when we miss the mark. Neighbors can search our Help Center to find immediate answers to their questions and can contact our support team when all else fails. 

Knowledge Operations Manager is a foundational role within Neighborhood Operations, responsible for Help Center knowledge accessed by customers, as well as internal resources used by the frontline agents who support them. You will regularly collaborate with Customer Experience, Product Marketing, Legal, and Support Operations teams to define content strategy and resolve content gaps and areas of opportunity within the Help Center and internal knowledge base. You will also provide strategic partnership to Self-Service and Tools Program Managers in the design and implementation of solutions (e.g. generative search, conversational AI) to improve the usability, efficiency, and efficacy of knowledge systems.

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment model, blending an in office presence and work from home experience for our valued employees.

The Impact You’ll Make

The Knowledge Operations Manager plays a critical role in enabling an effective self-service experience for our customers. This role involves creating and maintaining content for various customer types, ensuring accuracy, relevance, and timely delivery. You will also support internal knowledge resources for our customer support agents, streamlining processes and improving agent compliance. 

What you’ll do

• Create, publish, and maintain knowledge articles and resources (e.g. email templates) used to support Nextdoor neighbors and customers
• Manage stakeholder requests for new or updated resources promptly, gathering necessary information
• Collaborate with stakeholders to define content strategies for new products and policies, and implement process improvements
• Translate complex information into clear, accessible language
• Establish and enforce content style and structure guidelines
• Implement and optimize AI knowledge solutions to enhance self-service
• Analyze data to identify knowledge and process gaps; partner with stakeholders to prioritize and resolve issues 
• Monitor and drive key knowledge performance indicators (KPIs) such as self-service rate, article freshness, and search success
• Provide reporting and insights on knowledge resource usage, efficacy, and satisfaction
• Partner with Self-Service and Tools Program Managers on the design, optimization, and administration of support knowledge systems
• Support the Training Operations team in large-scale agent training initiatives as needed
• Participate in in-person Nextdoor events such as trainings, off-sites, volunteer days, and team building exercises
• Build in-person relationships with team members and contribute to Nextdoor’s company culture 

What You’ll Bring to the Team

• 3+ years of experience in customer support operations
• Experience creating and managing knowledge base articles in a Content Management System
• Excellent written communication skills with strong attention to detail
• Demonstrated experience optimizing knowledge to drive the success of AI solutions
• Data-driven mindset with experience using analytics to inform content decisions
• Proven ability to thrive in a fast-paced, dynamic environment and manage priorities effectively
• Strong interpersonal skills and ability to collaborate with stakeholders across varying disciplines and levels
• Ability to independently drive cross-functional projects to completion

Bonus points for:

• Experience with Salesforce Service Cloud and/or Salesforce Knowledge
• Experience formatting content using HTML and CSS
• Knowledge of User Experience Design best practices
• Proficiency with Google Analytics

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create our total rewards package. Compensation will vary depending on your relevant skills, experience, and qualifications. Compensation may also vary by geography.

The starting salary for this role is expected to range from $95,000 to $110,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role.

We expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date will take place within 3 months of your start date.

When it comes to benefits, we have you covered! Nextdoor employees can choose between a variety of health plans, including a 100% covered employee only plan option, and we also provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we serve. We encourage everyone interested in our mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

For information about our collection and use of applicants’ personal information, please see Nextdoor's Personnel Privacy Notice, found here.

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