THE OPPORTUNITY

At Tradebyte you work hand in hand with the biggest players in e-commerce – from fashion to sportswear  brands to big online shops. We offer you an open work structure and an incomparable team spirit. We believe that work and passion are compatible and for that we offer the appropriate surroundings. With continuous growth, we are looking for new colleagues who share our passion for work. Love what you do – do what you love. Become part of Tradebyte, an independent company within the Zalando Group!

ABOUT THE ROLE

The Technical Editor for Customer Knowledge Base Management will oversee the creation, curation, and maintenance of high-quality educational content tailored to customer needs. This role ensures that knowledge articles and other educational resources are clear, engaging, and effective, empowering customers to navigate and utilize products efficiently.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

Knowledge Base Support:

• Content Creation: Write, edit, and standardize knowledge base articles to ensure clarity, accuracy, and consistency.

• Content Lifecycle: Oversee the content lifecycle, from initial drafting and review to publishing, updating, and archiving.

• Metadata Optimization: Implement SEO principles and metadata tagging to improve content searchability.

• User Feedback Integration: Regularly review article performance metrics and customer feedback to refine content.

Educational Resource Development:

• Develop a variety of formats (e.g., step-by-step guides, video tutorials, decision trees, …) tailored to diverse learning styles.
• Collaborate with subject matter experts to translate complex topics into simple, actionable content.

Standards and Governance:

• Define editorial standards and guidelines for the knowledge base, ensuring consistency across all content.
• Maintain adherence to branding, tone, and voice policies.

Collaboration and Stakeholder Engagement:

• Work closely with Customer Operations Managers, product teams, and success teams to ensure alignment of knowledge content with customer needs.
• Serve as a liaison between internal teams to address knowledge gaps and promote content adoption.

Performance Metrics and Reporting:

• Establish and track key performance indicators (KPIs) such as:
• Knowledge base usage statistics (views, bounce rates, goal completions).
• Article effectiveness (user ratings, resolution success rates).
• Format impact comparisons (e.g., video vs. article engagement).
• Present insights and recommendations to leadership for strategic improvements.

Continuous Improvement and Innovation:

• Lead efforts to enhance content accessibility and usability through advanced tools, e.g., AI-driven search enhancements or interactive elements.
• Conduct periodic audits of the knowledge base to identify outdated or underperforming content.

WE'D LOVE TO MEET YOU IF

• You are a tech-savvy individual who can communicate complex technical concepts to non-technical audiences.
• You know how to ensure the right content is displayed to the right user by strategically using SEO, content tagging, and data-driven content optimization.
• You love to innovate and want to bring innovation into educational approaches and formats to meet evolving customer needs.
• You want to leverage your in-depth knowledge of knowledge base software to identify content gaps and create comprehensive guides tailored to customer needs.
• You speak English fluently; proficiency in Spanish, Italian, or French is strongly appreciated.

WHAT YOU CAN EXPECT FROM US

• You’ll play a decisive role in shaping an agile, fast-growing, international company and be supported by an open-minded working environment 

• Competitive salary package, employee share shop, 40% Zalando shopping discount (30% Zalando Lounge)

• You’ll be given various learning and development opportunities to enhance your professional development 

• A true hybrid working model with flexibility to work remotely (only in Germany)

• 27 vacation days per year that increase up to 30 days, volunteering time off and several sabbatical options after 2 years

• We’ll help you commute to the office with zero emissions: through a rented company bike or by charging you electric car at our e-charging station

• Access to additional German or English classes to improve your language skills

• Visa support for our foreign employees 

• A variety of health offers to support your well-being, as well as free beverages and fruits