Knowledge Specialist

**About GetYourGuide**:
GetYourGuide is the booking platform for incredible travel experiences. Travelers use GetYourGuide to connect with the best things to do wherever they're headed — including skip-the-line tickets to the world's most iconic attractions, walking tours by top local experts, immersive food and beverage tours, cooking and craft classes, bucket-list experiences, and niche offerings you won't find anywhere else.

Since its founding in 2009, travelers from over 170 countries have booked more than 60 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 700 travel experts and technologists, the company is headquartered in Berlin, Germany, and has offices in 14 countries around the world.

**The Role**:
We are looking for an enthusiastic Knowledge Specialist to be part of our Knowledge and Training Team, with a primary focus on maintaining our knowledge base through updates and creation of new content. The mission of the Knowledge and Training team is to build, transfer and develop excellent knowledge standards both for our in-house customer service team, and to our outsourcing partners. We ensure high standards in training technical knowledge as well as soft skills that enable us to help our customers love where they are going.

**Responsibilities**:

- Identify KB articles within the Care department that need updating and/or improving
- Design and create new articles in the most efficient way, ensuring content is clearly understandable
- Assist with training new hires to become strong Customer Service representatives (including our outsourcing partners)
- Revise and reassess training modules and amend them based on changing processes and requests
- Work closely with the quality and coaching teams to identify knowledge gaps
- Work closely with the Process Management team (CX) and contribute feedback into proposed new processes and policies
- Communicate with other departments (Sales, Engineering, Finance, Product, etc) to ensure awareness of any procedural changes
- Ongoing maintenance of KB in an effort to drive up engagement rates and KB usage

**Your profile**:

- You are fluent in both written and spoken English
- You have the ability to create effective and clear presentations
- You have excellent written English skills
- You demonstrate basic project and stakeholder management skills
- You have a keen eye for quality standards
- You are customer-centric and able to transmit this value to our Care team
- You embrace change and proactively look for new solutions
- Your behaviors reflect our core values
- You innovate and push for new ideas in content creation, design and implementation
- You must have an eligible work permit to be considered for this position

Even if you don't fulfil every one of these points, but you believe you'd still be a great fit, then we'd been keen to hear from you

**We offer**:

- Work at a European tech unicorn with an international team from over 60 nationalities
- Virtual stock options make you an integral part of the company's growth and success
- GetYourGuide tour and activity vouchers to live the life of our customers by experiencing the products for yourself
- A beautiful new office centrally located near Schönhauser Allee station, available for use in a hybrid setting
- Personal Growth is one of our key values, we live this through an annual learning allowance, structured growth plans, our GetYourGuide learning platform GrowthHub, regular feedback, and transparency

**Curious?**:
Do you have the skills for the job, the enthusiasm about our vision and fit our culture?