**Experienced Full Stack Customer Experience Knowledge Management Specialist – WFM Customer Experience Knowledge Management at blithequark**

Are you a creative and empathetic individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! blithequark is seeking an experienced Full Stack Customer Experience Knowledge Management Specialist to join our team and help us empower our customers with simple yet powerful tools. As a Customer Experience Knowledge Management Specialist at blithequark, you will be responsible for fostering a memorable and educational customer experience by leveraging different types of media to deliver a message. You will have hands-on experience creating educational content, constructing information architecture, and helping customers with a wide range of technical competencies. With prior experience supporting a SaaS product that regularly undergoes significant changes, you're confident, thoughtful, and a proactive communicator. Your empathy for user challenges allows you to anticipate questions and create resources that help users succeed. **About blithequark** blithequark is a multidisciplinary, fully-remote team that's passionate about creating products that improve people's lives. We thrive on innovating new solutions to old productivity challenges and we seek to rethink how productivity tools are made. Our mission is to empower people with simple yet powerful tools, and we're committed to building a culture that values ambition, mastery, independence, and communication. **Our Core Values** At blithequark, we believe in living by a set of core values that guide everything we do. These values are: * **Ambition**: We aspire to put a dent in the universe. We set high standards for ourselves and those around us. We solve issues that have a high impact on our customers and our company. * **Mastery**: We care deeply about the quality of our work. We're continuously learning and pushing ourselves to the limits of our ability. As a champion of your craft, you are also a champion of your well-being – you work intensely, then disconnect completely. * **Independence**: Others can trust that you'll deliver on time. You keep your word and trust your teammates to do the same. You are proactive, take ownership, and remain accountable with little or no direction. * **Communication**: Your communication is clear, concise, and engaging. You keep others in the loop and never go radio silent. You speak respectfully and foster warm relationships through your interactions. You're culturally and socially aware and can appropriately navigate social situations. **Your Role** As a Knowledge Management Specialist, you will be responsible for: * Helping customers troubleshoot their issues and get a pulse of the challenges they're facing * Creating user-centered resources that build trust and encourage product adoption * Publishing videos to showcase how to get the most out of features and how to set up workflows * Identifying patterns in support tickets to proactively address common questions * Collaborating with Doisters across the company to identify documentation needs * Leveraging AI tools strategically to streamline and enhance content creation * Reviewing and improving existing documentation based on user and internal feedback * Ensuring consistency across all help materials in tone, style, and formatting * Supporting new feature rollouts with timely and comprehensive documentation **About You** To excel in this role, you should have: * 4+ years of experience in technical writing, product-related content creation, or similar role in SaaS Tech with a focus on educating customers with different forms of media, including live during calls. * 2+ years of experience in technical customer service for a product-led SaaS product * Strong on-camera presentation skills with experience creating engaging product demos, walkthroughs, and other video content. * Extensive experience and knowledge mastering a product and loves knowing all its ins-and-outs * Unafraid to experiment with new types of media to enhance the user experience * Gets energized by talking with customers and better understand their challenges * Communicates clearly no matter your audience (internal or external) * Continuously refines your craft, embraces new challenges, and raises the bar for customer experience * Brings confidence, pragmatism, and positivity to your work **Our Process** Our hiring process is designed to be transparent and efficient. Here's what you can expect: 1. **Submit your complete application**: This includes a resume (or manually entered experience) and thoughtful responses to all the application questions. No cover letter needed! 2. **Application screening**: We read every application to understand your motivation, skills, and experience. Once your application has been reviewed, you'll receive a response regarding the status of your application. 3. **Salary transparency & Value-alignment interview with shortlisted candidates**: We'll calculate and share the salary range for your location and you can then schedule a call with Omar Samuels (Customer Experience Engineer). 4. **Role-alignment interview**: with Rikke Lohse (Customer Experience Specialist). 5. **Paid Test Project**: This will be your opportunity to showcase your role-specific skills. 6. **Culture-contribution interview**: with Evert Velthuizen (Head of Customer Experience & Sales) 7. **Offer**: to the successful hire. **Perks and Benefits** We offer a range of perks and benefits to support your growth and well-being: * **The basics**: We work remotely and mostly async from anywhere. If you see a specific location being advertised, feel free to apply any way, this is usually due to restrictions on a few job boards. Design your own schedule. Work during the time of day that's best for you. Doisters are encouraged to work 8-hour days and no more than 40 hours/week. Competitive pay. Our formula-based salaries are calculated based on industry-benchmarked skills and geographical location – no stressful negotiation required. * **Expand your professional skills**: Continue your education. You'll have a recurring budget to spend on attending conferences, taking courses, and purchasing books. Collaborate in person at retreats. Our team- and company-wide retreats are unforgettable. The connections that we make in person inspire us throughout the year. * **Craft your ideal work environment**: Cozy up at a coworking space. Find a coworking space that's right for you and Doist will provide a monthly stipend towards this cost. Subscribe to apps and services. You'll have a monthly budget to spend on services that help you do your job: home internet, work apps, music subscription, etc. Purchase the hardware you need. Every Doister has access to a recurring budget to spend on work-related equipment. * **Focus on your well-being**: Recharge with generous time off. Doisters get 8 weeks (40 days) of vacation per year to use as they wish on vacations and national holidays. Spend time with your new baby. New parents receive 5 weeks of paid parental leave in addition to 13 weeks of paid pregnancy-related medical leave. Invest in your health and wellness. Take care of yourself with a monthly budget for things like a gym membership, healthy snacks, massages, health insurance, etc. **Apply Now** If you're a motivated and creative individual who is passionate about delivering exceptional customer experiences, we want to hear from you! Apply now to join our team and help us empower our customers with simple yet powerful tools.