Zulily Hiring for Customer Service Knowledgebase Administrator (Remote) at Ohio, United States Full Time

Zulily is headquartered in Seattle, Washington, with locations in Nevada, Ohio, and China. This is a remote position for Ohio residents. You will to the Manager of Customer Service.

The Opportunity

The CS Knowledgebase Administrator is responsible for the development of the knowledge management application which also encompasses our email application supporting customer service. This role will be responsible for maintaining the knowledge management best practices related to knowledge creation, publication, organization, and evaluation for the business and functional groups within the organization. This role works closely with various IT teams in a highly collaborative environment to optimize the people, processes, technology, and culture surrounding the organization’s knowledge.

Who We Are

Zulily is an online retailer on a mission to revolutionize discount shopping. Zulily’s unique no-frills business model allows it to pass incredible savings directly to customers. With limited-time daily deals on name brands and emerging labels, year-round budget-friendly finds, and amazing markdowns on shoes, toys, home goods and clothing for the whole family, Zulily helps shoppers find affordable items they love without the hassle of sifting through countless racks. For more information visit, www.zulily.com or follow @Zulily on Facebook, Instagram, TikTok, Pinterest or Twitter.

Your Impact

• Assist with the implementation of the knowledge management strategy: champion established programs, identify new initiatives to improve content, and enforce standards.
• Collaborate with IT/Tech Teams to plan, develop, and deliver high-quality knowledge that supports self-service for CS associates.
• Support the development and implementation of the knowledge management toolset as required.
• Enable and support change within the subject matter expert, content owner, and authoring communities.
• Collect and analyze associate and partner feedback to identify knowledge and training improvement opportunities.
• Train and mentor content owners on publication processes, standards, and other best practices.
• Work collaboratively with other team members to foster an environment of respect, open communication, and cross-functional expertise.

What You Bring

• Bachelor’s Degree or equivalent work experience
• Minimum 2 years of experience in the knowledge management industry
• Technical proficiency with online editing tools and the ability to read, understand, synthesize, and create content/metadata
• Experience with the following technologies HTML, CSS, JavaScript

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