Knowledge Base Manager

I’m helping Coinme find a top candidate to join their team full-time for the role of Knowledge Base Manager.You’ll shape crypto knowledge and cut support costs with data and AI.Compensation:USD 2K - 3K/monthLocation:Remote: ArgentinaMission of Coinme:"To democratize access to cryptocurrency by providing simple, secure, and innovative financial solutions, enabling individuals and businesses to engage with the digital economy confidently."What makes you a strong candidate:You are proficient in Technical writing, Technical documentation, Process documentation, Microsoft Excel, Data analysis.You are a novice in Generative AI (Generative artificial intelligence), Cryptocurrency, CRM (Customer relationship management).English - Fully fluentResponsibilities and more:Knowledge Base Manager ContractorCONTRACT SUMMARY:Crypto Knowledge Manager to create customer-facing documentation while using data to prioritize content that reduces support costs. This role balances technical writing, basic analytics, and AI tool usage to improve customer success.Team Structure: You will report to the Operations Manager and collaborate closely with key personnel from Customer Support, Marketing, and Product teams. This is a hands-on role in a startup where cross-functional partnership is essential.CORE RESPONSIBILITIES:Documentation & Content Strategy:* Create and maintain internal and external documentation (guides, FAQs, help center).* Establish documentation standards and quality control.* Leverage AI tools for content creation and automation.* Prioritize content based on CRM analysis.Analytics & Optimization:* Track which documentation reduces support intake volume.* Use data to identify content gaps and opportunities.* Create simple monthly reports showing documentation impact.* Make recommendations based on user behavior data.Research & Improvement:* Research competitor documentation approaches.* Gather feedback from Customer Support and Product teams.* Test new AI tools and documentation methods.* Keep documentation aligned with product updates.Key Stakeholders & Collaboration:* Customer Support Leadership Team: Regular collaboration on support trends and content needs.* Product Team: Coordination on new feature documentation.* Marketing: Alignment on customer-facing messaging.* Engineering: Technical accuracy reviews as needed.REQUIRED QUALIFICATIONS:* 2+ years of technical writing or documentation experience.* Ability to analyze data and identify patterns.* Comfortable with Excel and basic analytics.* Experience with AI tools (ChatGPT, Claude, or similar).* Strong writing skills—can explain complex topics simply.* Self-directed and comfortable working remotely.PREFERRED QUALIFICATIONS:* Degree in English, Comparative Literature, Data Analytics, or related field.* Cryptocurrency/blockchain knowledge.* Technical writing certification.* UX research or content strategy experience.* Experience working in distributed/remote teams.KEY PERFORMANCE INDICATORS:* Reduce support ticket volume by 30% within the first year.* Ensure 80% of prioritized content delivers expected impact.* Complete 2-3 research projects that improve documentation strategy.* Base all major documentation decisions on data insights.* Maintain positive stakeholder satisfaction scores.KEY PROJECTS YOU WILL OWN:* Monthly documentation impact reports.* Competitor documentation research.* Customer journey documentation improvements.* Implementation of AI tools for content efficiency.* Training our internal and external Customer Support AI tool.* Propose updates to customer support flows based on data.