SodaStream: Global Knowledgebase Lead - Maternity Leave Replacement

Overview (English) Are you passionate about crafting impactful content? Join Sodastream’s Global Customer Care Team and help shape our worldwide service experience! As our Global Knowledgebase Lead – Customer Care, you will drive operational excellence by strengthening self‑service tools, boosting agent efficiency, and ensuring consistent, high‑quality digital content across all global markets, consumers, and support teams. Responsibilities (English) Develop, update, and maintain the content that makes up our internal and consumer facing Help Centers, such as FAQs, articles, agent reference materials and interactive manuals. Collaborate with cross‑functional teams including Customer Care, E‑commerce, Product and Legal to deliver high‑quality content aligned with brand and operational standards (i.e: help center, self-service widget; email; chatbot etc.) Understand market processes and procedures and work with teams to develop guidelines that are visually comfortable for agents to use and meet agent needs for support Manage and optimize the AI chatbot by updating content, refining logic, and improving conversation flows. Continuously monitor performance and make enhancements to elevate customer experience and boost deflection rates. Oversee our information architecture with the goal of ensuring information is easily searchable and accessible. Ensure visual materials are accurate, brand‑aligned, and optimized for customer use. Develop engaging agent training content that aligns with knowledgebase materials. Regularly collect, analyze and incorporate data received through internal and consumer feedback & system monitoring Other administrative tasks as required to support Global Customer Care operations. Qualifications (English) 2+ years’ experience in a relevant role in the fields of Global Customer Service strategy, Knowledge Management, or marketing content Strong content writing, editing, and content organization skills – a must Highly organized, comfortable multi-tasking, and tech savvy (comfortable using AI tools) - a must Native English - a must. Additional languages an advantage Strategic thinking and strong process‑design/mapping skills, supported by solid analytical capabilities - preferred Familiarity with knowledge management techniques and best practices - preferred Basic Video Editing and Design skills – a plus Develop, update, and maintain the content that makes up our internal and consumer facing Help Centers, such as FAQs, articles, agent reference materials and interactive manuals. Collaborate with cross‑functional teams including Customer Care, E‑commerce, Product and Legal to deliver high‑quality content aligned with brand and operational standards (i.e: help center, self-service widget; email; chatbot etc.) Understand market processes and procedures and work with teams to develop guidelines that are visually comfortable for agents to use and meet agent needs for support Manage and optimize the AI chatbot by updating content, refining logic, and improving conversation flows. Continuously monitor performance and make enhancements to elevate customer experience and boost deflection rates. Oversee our information architecture with the goal of ensuring information is easily searchable and accessible. Ensure visual materials are accurate, brand‑aligned, and optimized for customer use. Develop engaging agent training content that aligns with knowledgebase materials. Regularly collect, analyze and incorporate data received through internal and consumer feedback & system monitoring Other administrative tasks as required to support Global Customer Care operations. 2+ years’ experience in a relevant role in the fields of Global Customer Service strategy, Knowledge Management, or marketing content Strong content writing, editing, and content organization skills – a must Highly organized, comfortable multi-tasking, and tech savvy (comfortable using AI tools) - a must Native English - a must. Additional languages an advantage Strategic thinking and strong process‑design/mapping skills, supported by solid analytical capabilities - preferred Familiarity with knowledge management techniques and best practices - preferred Basic Video Editing and Design skills – a plus