Knowledge Base Specialist

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia.

Who we are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you do at Axi!

The Knowledge Base Specialist is responsible for ensuring the company’s Knowledge Base is up to date, accurate, comprehensive, and easy to use. This role focuses on maintaining and optimizing the self-service experience for customers and internal teams by curating high-quality articles, performing localization tasks, and structuring content so it can be effectively used by self-service tools and AI-driven support at scale. The specialist will work closely with cross-functional teams to ensure the Help Center and internal documentation are aligned with current product updates, operational processes, customer needs, and company goals.

Your EDGE Assignment/You Will: 

Help Center:

• Content Creation & Maintenance: Create, update, and maintain clear, accurate, and compliant Help Center articles and SOPs aligned with product updates, operational processes, and customer needs.
• Content Structuring for AI: Ensure articles and SOPs are properly structured, tagged, and written so they can be accurately interpreted and surfaced by AI-driven support tools.
• Localization & Regional Accuracy: Localize content across languages and regions, ensuring cultural, regulatory, and jurisdictional relevance
• Promote Self-Service: Continuously improve self-service capabilities to reduce repetitive customer inquiries and unnecessary support escalations.
• Platform Optimization: Leverage knowledge management and AI-support platform features and best practices to improve the discoverability, usability, and effectiveness of Help Center and knowledge content.
• Content Governance: Ensure all knowledge content follows company standards for tone, accuracy, formatting, and compliance.
• Cross-Functional Collaboration: Work closely with Customer Support, Product, Compliance, Back Office, and other teams to ensure documentation reflects current workflows and addresses common customer issues

Chatbot Training & AI Enablement:

• Support AI-driven self-service: Ensure Help Center articles and SOPs are accurate, well structured, and suitable for use by chatbot and AI-based support tools.
• Improve chatbot knowledge: Help maintain and refine chatbot knowledge and response logic based on common customer questions, known issues, and support trends.
• Review chatbot interactions: Monitor chatbot conversations to identify content gaps, unclear information, or areas where responses can be improved.
• Reduce unnecessary escalations: Support Customer Support teams by ensuring knowledge content and chatbot responses clearly explain common errors, processes, and next steps.
• Maintain scalable knowledge: Keep chatbot-supported content up to date as products, workflows, and regulatory requirements change.

Professional Accountability:

• Demonstrate professional conduct, ownership, initiative, and reliability, maintaining pro-active communication and cross-team collaboration with colleagues and stakeholders.
• Uphold performance standards, ensuring all assigned tasks are completed accurately, and aligned with business priorities.
• Undertake any additional responsibilities as assigned to support Axi’s broader business objectives.

Are you the one?

• 1–2 years of experience in knowledge management, content writing, research, or a similar role
• Experience with Knowledge Base/Help Center platforms (e.g., Zendesk, Salesforce)
• Strong problem-solving and research skills; able to analyze and simplify information
• Able to create content that supports customer self-service and helps agents find answers quickly
• Comfortable working with AI tools or willing to learn how AI uses knowledge content
• Excellent written and verbal communication skills in English (Additional language proficiency is an advantage)
• Detail-oriented, structured thinker, and able to work under tight deadlines
• Resourceful, collaborative, and comfortable working in a fast-paced environment
• Curious, proactive, and enjoys solving problems

Axi's bag of delights

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 21 annual leave days per year.
• Health Insurance

Axi's interview journey

• Talent Acquisition Interview (45 minutes).
• Take home Assessment (1 day).
• Hiring Manager Interview (1 hour).

We want to inform all prospective candidates that Axi's designated Employer of Records (EOR) in Malaysia is TDCX. As part of our commitment to legal compliance, all Axi Malaysia employees will be officially working under TDCX Malaysia.

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.