ABOUT THE ROLE
Peloton is seeking a Knowledge Base Writer to join our Member Support organization. This role is critical to creating, maintaining, and optimizing the Knowledge Base (KB) that supports both internal member support agents and external self-service platforms. As a Knowledge Base Writer, you will develop documentation of our processes, policies, and procedures for our members and Member Support Associates (MSAs) in order to deliver consistent member experiences and increase self service. Your focus will be on ensuring that internal content for live interactions and external self-service articles are accurate, user-friendly, and aligned with departmental goals. This role involves close collaboration with cross-functional teams, enabling seamless support experiences for both agents and members.
YOUR DAILY IMPACT AT PELOTON
- Content Development & Optimization
- Write, edit, and maintain Knowledge Base articles, ensuring they are accurate,
concise, and compelling for both internal and external audiences. - Draft content for agent resources, member-facing self-service support websites,
email and chat templates, and other support-related materials. - Continuously review and update content to minimize duplication, resolve
inconsistencies, and enhance usability for improved first-contact resolution.
- Write, edit, and maintain Knowledge Base articles, ensuring they are accurate,
- Collaboration & Alignment
- Partner with Service Designers, Content Analysts, and other Member Support Teams to ensure alignment of workflows, procedures, and training materials with Knowledge Base documentation.
- Work closely with Member Support agents to gather feedback on KB usability, addressing gaps or pain points to improve their performance and the Member experience.
- Collaborate on continuous improvement projects, adhering to standards set by leadership for article effectiveness and alignment with support strategies.
- Content Management & Accessibility
- Manage content updates through ticketing systems, ensuring a turnaround time of <24 hours for critical updates on business days.
- Ensure all Knowledge Base content is easily accessible and navigable for agents and members, supporting seamless interactions.
- Implement feedback loops to continuously refine and optimize the KB library, prioritizing clarity, relevance, and simplicity.
YOU BRING TO PELOTON
- 1–2 years of experience in technical writing, knowledge management, or a related field.
- Strong written communication skills with a demonstrated ability to produce clear, concise, and well-structured content for diverse audiences.
- Proven ability to manage projects with multiple stakeholders and deadlines in a fast-paced environment.
- Familiarity with knowledge management systems, process documentation, and content governance frameworks.
- Highly organized and detail-oriented, with excellent time management skills.
- Creative, flexible, and adaptable, with a passion for problem-solving and continuous learning.
- Strong collaboration and interpersonal skills, with the ability to gather input and build consensus across teams.
- Experience working in customer support, technical support, or member support organizations.
- 1-2 years with Salesforce Service Cloud Knowledge
- Familiarity with system architecture, data management, and integrations.
- Proficiency in additional languages, especially German, is a plus.
#LI-EV1
ABOUT PELOTON:
Peloton (NASDAQ: PTON), provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.
At Peloton, we motivate the world to live better. “Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members' greatness. Join our team to unlock yours.
Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment. If you would like to request any accommodations from application through to interview, please email: [email protected]
Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com email address.
If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email [email protected] before taking any further action in relation to the correspondence.
Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.
Top Skills
What the Team is Saying
What We Do
Peloton is the largest interactive fitness platform in the world with a loyal community of more than 6.9 million Members.
Founded in 2012 and headquartered in New York City, Peloton uses technology and design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime.
People often ask is what a Peloton actually is. It’s a cycling term for a pack that works together to fight the wind—and that's exactly what we do every day. We are a vertically integrated company comprised of team players working together across hardware, software, content, retail, apparel, music, logistics, and more. If you ask what unites and drives us, it’s our unwavering ambition to make a positive impact – for our members, for our communities, for our business, and for each other.
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Peloton Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our Hybrid Working Policy requires team members in US office-based roles to be in the office every Tuesday, Wednesday and Thursday.
