Knowledge Base Administrator (AI) at Mukuru

About the job

• As an AI Knowledge Base Author (AI KBA) at Mukuru, you will be a key player in crafting high-quality, user-centric content that enhances the overall user experience. Working closely with product managers, customer support teams, and developers, you will ensure that all content is accurate, up-to-date, and easy to understand. Your work will directly impact user satisfaction by providing the information they need to resolve issues and navigate complex processes with ease. The content you create will be used by AI agents to provide fast, accurate responses to customer inquiries, allowing Mukuru to deliver exceptional customer service at scale.

Key Responsibilities

Content Creation:

• Write clear, concise, and engaging knowledge base articles, FAQs, how-to guides, and troubleshooting documents.
• Adapt content to different technical skill levels, making sure it is accessible for all user groups.

AI-Assisted Writing:

• Leverage AI tools (e.g., MS Copilot) to generate, refine, and optimize content.
• Craft and test AI prompts to ensure efficient and high-quality content production.

User-Focused Communication:

• Translate complex information into simple, actionable, and user-friendly content.
• Ensure all content is inclusive and easy to understand, catering to a broad audience with varying levels of expertise.

Content Structuring & Navigation:

• Organize content logically to ensure easy and intuitive navigation for users.
• Follow Mukuru’s content structure best practices to maintain consistency across all knowledge base articles.

Cross-Functional Collaboration:

• Work closely with product managers, developers, and customer support teams to gather accurate, timely information.
• Ensure that content reflects the latest product features, updates, and customer needs.

Content Maintenance:

• Regularly review and update content to ensure that it remains current and relevant.
• Incorporate user feedback, trends, and analytics into content improvements.
• Implement effective tagging, categorization, and version control practices to keep content well-organized.

Data-Driven Enhancements:

• Use internal analytics tools to track article performance and identify knowledge gaps.
• Provide insights to the Continuous Improvement team, contributing to better customer experiences and more streamlined processes.

Professional Development:

• Stay up-to-date with new product features and attend relevant training courses, workshops, and webinars.
• Engage in networking opportunities to share expertise and learn from others in the field.

Education
Essential Qualifications and Requirements:

• Bachelor’s degree in a relevant field such as linguistics, communications, UX design, or a related area.
• Green Belt certification preferred but not essential.

Experience

• 2-3 years of experience in Technical Writing, Content Writing, or Knowledge Management, ideally in a SaaS, tech, or customer support environment.

Key Knowledge And Skills

• CMS Platform Management: Advanced experience with platforms like Zendesk Guide and other CMS systems.
• Content Structuring and Tagging: Advanced ability to organize content with categories, tags, and internal links.
• AI Tool Familiarity: Proficiency with AI writing tools such as MS Copilot to enhance content creation.
• Conversational AI Knowledge: Understanding of AI agents, intents, and user context for creating content suitable for AI-driven support systems.
• Writing for AI: Expertise in creating modular, concise, and context-aware support content for AI use.
• Search Optimization: Advanced knowledge of keyword usage and metadata to improve content discoverability.
• AI Agent Testing Experience: Experience participating in AI agent quality assurance, content testing, and feedback loops.
• Analytics and Continuous Improvement: Expertise in using analytics to measure and improve content effectiveness (e.g., article views, deflection rate).
• Markdown/HTML Basics: Comfortability with formatting content using Markdown or light HTML.
• Multitasking: Ability to efficiently manage and prioritize multiple tasks and deadlines.

Core Competencies

• Content Structure & Information Design: Ability to structure content in a way that is optimized for both AI and user discovery.
• Problem-Solving: Strong skills in writing content that supports AI agents and self-service, including FAQs and modular articles.
• Continuous Improvement Mindset: Regularly uses data and user feedback to refine and enhance content.
• Teamwork: Ability to collaborate effectively with team members and contribute to broader team goals.
• Communication: Excellent written and verbal communication skills for clear and effective information sharing.
• Time Management: Strong ability to prioritize tasks and meet deadlines in a fast-paced environment.