CX Knowledge Base

2 days ago

Tel Aviv, Tel Aviv, Israel Tailor Brands Full time ₪90,000 - ₪120,000 per year

Tailor Brands helps millions of entrepreneurs build their business from the ground up. World-class support - delivered by 
humans and AI working in perfect sync -
is what keeps them moving. We're looking for a hands-on owner to run and continuously level-up the knowledge engine that powers every customer touchpoint.

If you're the kind of person who loves turning chaos into clarity, Build the brain behind every support interaction, shipping content at startup speed and proving the impact with hard numbers - this role is for you.

What you'll do:

  • Help Center management
  • Keep our external Help Center up to date, while monitoring and prioritizing low-rated articles, top searches, and "no result" queries before it hurts our KPIs
  • Knowledge base A-Z for every channel
    -
    Manage all resources that drive customer interactions—email templates, chat snippets, phone scripts—for both human agents and AI.
  • Road-mapping & timelines
  • build and own a living Gantt board, set milestones, and push cross-team owners to hit them, because you're the one steering the ship.
  • Policy translation & compliance
    -
    Turn every refund, cancellation, or new-product policy into crystal-clear customer and agent content, then audit quarterly to stay compliant.
  • Proactive training & enablement -
    Spot weak signals (low CSAT themes, negative-sentiment calls, search-gap spikes) and spin up micro-learning sessions before issues snowball.
  • Insight & Optimization
    -
    Publish monthly dashboards on article health, AI fallback, self-service deflection, and recommend backlog fixes—your data drives the roadmap.
  • Collaboration
  • Partner with Product, Legal, Marketing, and Data, yet remain the single point of accountability for getting knowledge live—and keeping it alive.

Requirements:

  • Lives and breathes customer experience
    —passionate about customer support and known for delivering exceptional written 
    and
     verbal support.
  • 2-4 years
     in knowledge management, CX content, L&D or technical writing - ideally in a fast-moving or global SaaS environment.
  • Demonstrated ownership of a Help Center or internal KB
  • Project-management muscle—comfortable running a roadmap solo, juggling dependencies and defining reliable timelines
  • Native written English; Hebrew or other languages an advantage.

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