GOAT is looking for a Knowledge Base Specialist for its Customer Experience team who will be responsible for growing and maintaining our customer support information as well as own business and department communication. They will own a broad range of content, including help articles, standard operating procedures, and process updates. This person will work cross-functionally with training and subject matter experts to deliver clear process documentation as well as support day-to-day upkeep of our knowledge base. They are responsible for driving critical alignment and maintaining operational excellence.

Reporting to the CX Sr. Manager, the Knowledge Base Specialist is critical to the success of the Customer Experience team in optimizing business value and delivering a premier service experience. This individual will be accountable for managing all internal communication and updates. The role requires a high degree of cross-functional interaction and demands excellent communication skills. The ideal candidate is a person who is proactive, driven, thorough and thrives in a fast-paced environment.

In this role you will:

• Clearly document department processes and create corresponding knowledge base articles 
• Be the primary point of contact for process and documentation inquiries across the business
• Partner with the training team to help implement various training initiatives across CX
• Coordinate training across the department including setting calendar invites for live training sessions and managing deadlines for written communication
• Clearly communicate documented processes across the organization
• Quickly create and publish communication for service issues to be shared within CX
• Oversee the development of new training materials including knowledge base articles, supporting documentation and guides to ensure they are in alignment with process and brand
• Approve all training materials prior to training and prior to the deadline immerse yourself in new hire training to identify areas of opportunity and report findings back to the business for improvement
• Consistently look to improve the CX Representative experience through collaboration across the department by identifying areas of improvement within tools and processes
• Collaborate with vendors and project managers across the business to schedule training sessions for new features within the business

We are looking for:

• Some experience in project management and managing complex projects
• Strong presentation skills with the ability to effectively communicate cross-functionally with key stakeholders and executives
• Demonstrated ability to prioritize and work on multiple projects concurrently, with confidence to multi-task and delegate as required while still adhering to process
• Excellent written and verbal communication skills
• Prior experience in a fast-paced startup or e-commerce company is ideal
•  Proficiency in Google Suite, Microsoft Office as well as project management tools such as Asana, Jira and Confluence

GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.

The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes.

GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.