Knowledge Manager

We’re Capital on Tap 👋
💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?
We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

🏢 You’ll work from our Cardiff office with the ability to work from home 1 day a week. 

What You’ll Be Doing ✨
You'll report to our Head of Customer Services, championing knowledge at Capital on Tap. This role is vital for driving operational efficiency, great customer experience and ensuring consistent, excellent service delivery.

• Own our knowledge strategy, bringing a fresh pair of eyes to how we approach knowledge management internally. 
• Using expert copywriting skills to build & maintain a high-quality, centralised knowledge base that supports our internal teams, customers, and AI agents. 
• Collaborate with the AI team to enhance AI agent resolution rates through the optimisation of knowledge base content.
• Lead the end-to-end knowledge lifecycle, from capturing tacit knowledge to auditing content for obsolescence.
• Collaborate with Product and Operations teams to gather updates and sign off on content changes, upskilling teams on key changes. 
• Engage with stakeholders from all areas of the business to ensure specialist knowledge is up to date. 
• Act as the gatekeeper for all Knowledge Base content, ensuring strict version control and quality standards.
• Ensure all knowledge articles are written with the end customer in mind, creating content that is clear, accurate, and empathetic to customer needs, enhancing our NPS and C-SAT results.
• Continuously measure and improve the effectiveness of knowledge content in driving better customer experiences, reducing effort, and enabling faster resolution.

We’re Looking For ✨

• You have 3+ years’ experience in content management, or digital customer success.
• You're an exceptional writer who can produce clear, concise content (this will be tested in the interview).
• You are comfortable working with AI and interested in using tools like Chat GPT and Notebook LM.
• You have strong project management skills and experience building scalable processes (Jira experience is a plus).
• You have experience working in a customer contact center environment, feeding information to large workforces.
• You have an analytical mindset, using data to measure success and drive continuous improvement.

Diversity & Inclusion 🌈
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

🏥 Private Healthcare including dental and optician services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process 🤝

• First stage: 30 minute intro and values call with Talent Partner (Video call).
• Second stage: Task-based assessment to evaluate writing and content creation skills - more information will be provided. 
• Final stage: Technical and behavioural interview with Jon Bartlett and Tilly James to assess technical skills, background, customer focus, and people fit (In person & Video call)

Other Info
👍Check out our ‘Top Tips’ for interviewing.
✔️Keep updated on new job opportunities by following us on Linkedin.
📧Email careers@capitalontap.com if you have any questions.

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)