Knowledge Operations Specialist

Role overview
As the Knowledge Specialist, you are the operational right-hand to the Knowledge Lead. You sit at the intersection of Content, Operations, and AI-responsible for building the Reclub Single Source of Truth. You will ensure our CS agents have instant answers, our users have frictionless self-service, and our internal data is perfectly structured to train future AI models.
What will you do
1. Knowledge Base & Self-Service (40%)
● Own the day-to-day operations of the internal Knowledge Base (KB) and external Help Center, ensuring a high level of accuracy with a rapid correction loop.
● Manage content lifecycle, ensuring outdated info is purged/archived to prevent AI misinformation.
● Translate technical product briefs and feature releases into clear, concise, and actionable materials for KB injection and Help Center usage.
● Assist in developing educational content together with our community and content teams.
2. CS Operations & Analytics (30%)
● Design, document, and maintain through clear version control of departmental SOPs and operational strategies.
● Closely liaise with the CS Lead to monitor performance metrics. Identify root causes of user friction, user sentiment and propose immediate solutions.
● Cascade knowledge updates, deliver training, and execute quality assurance (QA) to guarantee service consistency.
3. AI Implementation (30%)
● Structure and iterate the KB so it functions as the foundational training dataset for our AI Customer Service system.
● Act as "Product Ops" for Reclub's AI tools by conducting data annotation, analyzing response accuracy, and executing training loops to refine model stability.