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Junior Knowledge Management Specialist

Barcelona, Barcelona, Spain · Operations

Who are we?

Small business owners are at the heart of all we do, so we're creating tools and products that help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe work together to ensure that the merchants we partner with can be successful doing what they love.

As a Junior Knowledge Management Specialist, you’ll join our Content and Knowledge Management team in Operations, a team of passionate people with the goal of sharing knowledge and creating tools to help Customer Support perform in the best way possible.

This role sits within the European Enablement  Function, a cross-functional group working in the fields Content, Knowledge Management, Chatbot Design, Quality Assurance, Learning and Development and Change Management. Together, we empower all teams across Operations with the tools and knowledge to perform at their best. Our Berlin-based and remote team consists of 12 people based in 3 different countries.

If you are looking for a job in the world of Knowledge Management and Content creation and you are open to new responsibilities, learning on the job and through others, and you are not afraid to try and fail, please continue reading.

As a Junior Knowledge Management Specialist, your primary focus will be to help us enrich our internal knowledge base, increase content relevancy, and fill content gaps in an ever-changing environment. You’ll be responsible for partnering with subject matter experts to write knowledge base articles to help support agents on the front line provide the best customer experience for SumUp.

What you’ll do

  • Write and create highly-effective, agent-facing Knowledge Base articles on our platform to document processes, product updates, or best practices.

  • Be a true expert in SumUp products and features with the ability to create content with high attention to detail.

  • Perform updates and improvements in existing Knowledge Base articles upon changes and requests.

  • Align with Subject Matter Experts from various teams across SumUp to stay up-to-date on product changes, validate information, identify gaps in documentation and ensure content is continuously delivered according to business priorities.

  • Work collaboratively with team members to enhance materials according to inbound feedback from agents and/or other members of the Enablement Team. 

  • Help in improving internal communication of updates to Customer Support by delivering your content promises on time.

You’ll be great for this role if

  • You have excellent written and verbal communication skills in English - you are able to articulate and deliver opinions clearly and with confidence.

  • You’re enthusiastic about content creation and sharing knowledge with others.

  • You have previous experience in instructional design.

  • You can create simple and easy-to-follow documentation sets from complicated processes.

  • You are highly organised and detail-oriented and can prioritise multiple projects and tasks.

  • You have built remarkable interpersonal skills and you’re willing to learn and develop

  • You can observe, learn and take ownership in a fast-paced and ever-changing environment

  • You have a good knowledge of SumUp products, features and tools.

Why you should join SumUp?

  • A company in full acceleration both in business and R&D

  • Competitive salaries 

  • Restaurant tickets

  • Plus de transporte

  • 1 month paid training 

  • Free language courses

  • Multiple axes of learning and personal and professional development.

  • Cozy offices near La Sagrada Familia

  • Weekly breakfasts and surprise lunches.

  • Regular "Beer Friday" briefings

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.