Knowledge Content Specialist

Summary:

The Knowledge Specialist is responsible for creating, maintaining, and optimizing customer-facing knowledge articles within Salesforce Knowledge. This role transforms complex technical and product information into clear, accurate, and easy-to-follow self-service content that empowers customers to resolve issues independently and improves the overall customer experience.

Working closely with Product, Customer Support, Engineering, UX, AI, and Training teams, the Salesforce Knowledge Specialist ensures content is current, searchable, accessible, and aligned with business goals, including customer satisfaction (CSAT), Net Promoter Score (NPS), containment, and reduced support contacts.

Duties and Responsibilities:

Content Creation & Management

• Create, edit, publish, and maintain customer-facing knowledge articles in Salesforce Knowledge.
• Translate technical concepts into simple, conversational, customer-friendly language.
• Develop step-by-step troubleshooting guides, FAQs, product documentation, and how-to articles.
• Ensure content follows company voice, style, branding, accessibility, and readability standards.
• Maintain content throughout its lifecycle, including scheduled reviews, updates, and retirements.
• Deliver product and service GTM initiatives. 

Knowledge Optimization

• Improve article findability through effective titles, summaries, keywords, metadata, and taxonomy.
• Optimize content for search engines (SEO) and internal search within Salesforce Experience Cloud.
• Analyze customer behavior and search analytics to identify knowledge gaps.
• Recommend new content based on support trends and customer feedback.

Cross-Functional Collaboration

• Partner with Product Managers, Technical Support, Engineering, UX Designers, AI Conversation Designers, and Customer Care teams to gather information.
• Participate in product launches by developing supporting knowledge content.
• Review technical documentation and convert it into customer-friendly self-service experiences.

Quality Assurance

• Ensure content accuracy, consistency, and compliance with organizational standards.
• Validate technical procedures through testing or collaboration with subject matter experts.
• Maintain version control and documentation for published content.

Performance & Continuous Improvement

• Monitor article performance using analytics and customer feedback.
• Track metrics such as:
  • Article views
  • Search success rate
  • Customer Satisfaction (CSAT)
  • Knowledge usefulness ratings
  • Self-service containment
  • Contact deflection
• Continuously improve content based on performance insights.

AI & Digital Experience Support

• Develop content that supports AI virtual assistants, chatbots, and voice experiences.
• Structure knowledge for AI retrieval and generative AI applications.
• Collaborate with AI conversation designers to improve automated customer experiences.

Required Qualifications:

• Bachelor's degree in Technical Communication, English, Communications, Journalism, Marketing, Information Science, or related field (or equivalent experience).
• 2–5 years of experience writing customer-facing technical documentation or knowledge content.
• Experience working within Salesforce Knowledge or Salesforce Experience Cloud.
• Excellent written and verbal communication skills.
• Strong editing and proofreading abilities.
• Ability to simplify complex technical information for non-technical audiences.
• Experience managing multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Salesforce Experience Cloud or Salesforce Knowledge experience.
• Knowledge of structured authoring principles.
• Familiarity with content management systems (CMS).
• Experience supporting AI-powered customer experiences or conversational AI.
• Basic understanding of HTML, markdown, or rich text editors.
• Experience using analytics tools (Salesforce reports, Google Analytics, Adobe Analytics, etc.).
• Knowledge of SEO best practices.
• Experience supporting customer self-service initiatives.

Desired Skills:

Writing & Communication

• Exceptional technical writing
• Editing and proofreading
• Plain language writing
• Information architecture
• Storytelling through instructional content

Technical Skills

• Salesforce Knowledge
• Salesforce Experience Cloud
• Content Management Systems (CMS)
• Metadata and taxonomy management
• Search optimization
• Accessibility (WCAG)
• AI content optimization

Soft Skills

• Critical thinking
• Customer empathy
• Attention to detail
• Collaboration
• Time management
• Continuous improvement mindset
• Problem solving

Success Metrics:

Success in this role may be measured by:

• Knowledge article quality and accuracy
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS) impact
• Self-service adoption
• Contact deflection
• Search success rate
• Knowledge article engagement
• Content freshness and compliance
• Reduction in support volume
• AI knowledge retrieval effectiveness

Ideal Candidate Profile:

The ideal candidate is passionate about creating exceptional self-service experiences and believes that great knowledge content is a key driver of customer satisfaction. They enjoy collaborating across teams, translating complex information into simple guidance, and continuously improving digital experiences using customer feedback and analytics. They are equally comfortable writing traditional knowledge articles and creating content optimized for AI-powered search, chat, and voice experiences.