Knowledge Base Manager
At Coinme, we’re redefining access to financial services in a digital world. By combining the cutting-edge power of blockchain technology with everyday simplicity, we make digital currencies accessible and usable for all.
As the world's largest network of cryptocurrency kiosks, we’re breaking down barriers to crypto adoption, enabling cash-to-crypto transactions at over 40,000 locations nationwide. Whether it's through our seamless mobile app, secure digital wallet, or integrations with Decentralized Finance (DeFi) services, Coinme is empowering individuals to store, trade, and pay with their money—on their terms.
We’re big enough to lead the charge in decentralized finance but small enough that your ideas will make waves. Every role at Coinme contributes to building a financial future where everyone has the tools to thrive. At Coinme, your growth fuels our mission. Together, we RISE.
Knowledge Base Manager
Position Summary
Knowledge Base Manager will 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. You'll 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. This position directly reduces support costs while improving customer satisfaction. You'll see your impact through clear metrics and have the autonomy to make data-driven improvements.
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
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 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'll 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
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