Knowledge Management Lead

About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.

Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.

Why do we need this role? 

As InDebted continues to grow and regionalize our operations, having strong, centralized knowledge management is more important than ever. This role is not a backfill, but a new position created to support our evolving structure and ensure teams across regions have access to accurate, aligned, and up-to-date information.

The Knowledge Management Lead will play a key role in setting the foundation for how knowledge is created, maintained, and shared. By establishing clear documentation standards and driving process alignment, this role will help scale our support capabilities while maintaining quality and consistency across all markets.

How will this role help InDebted achieve its mission?

This role supports InDebted’s mission by making sure our teams have the right information at the right time to deliver a seamless, high-quality experience for every customer.

By enabling access to consistent, easy-to-understand knowledge, the Knowledge Management Lead helps our teams work more efficiently, stay compliant, and support customers with greater confidence and care.

About the Team

The Knowledge Management Lead will be part of InDebted’s Customer Excellence function — a global team on a mission to enable world-class customer experiences through training, quality, knowledge, systems, and reporting. We empower our support teams to do their best work by ensuring they have the tools, knowledge, and processes they need to succeed, no matter where they are in the world.

Within Excellence, the Knowledge Management team plays a critical role in connecting the dots across regions, teams, and processes. We create structure out of complexity and ensure the right knowledge is available at the right time — enabling faster onboarding, better compliance, and more confident support. As InDebted continues to expand globally, our work directly contributes to delivering a consistent, intelligent, and customer-obsessed experience at scale.

What you’ll do (Responsibilities)

• Process & Documentation Management - You’ll own the creation, maintenance, and structure of internal knowledge and CX documentation — making it easy to access, understand, and act on. You’ll ensure process content is clear, consistent, and aligned across teams and regions, driving operational efficiency and enabling teams to deliver a seamless customer experience at scale.
• Collaboration & Alignment - You’ll partner with SMEs, QA, Training, and Operations to stay ahead of process changes and translate them into clear, practical documentation that supports execution.You’ll help connect the dots across functions and markets, ensuring knowledge flows effectively and empowers people to do their best work.
• Knowledge Sharing & Enablement - You’ll lead knowledge-sharing efforts that accelerate onboarding, reduce ambiguity, and equip teams with the information they need to make faster, better decisions.You’ll ensure that critical knowledge is discoverable and actionable — enabling agents and support teams to operate confidently and effectively in every interaction.
• Content Health & Governance - You’ll proactively monitor and review knowledge assets to ensure they stay accurate, relevant, and high-impact as the business evolves. You’ll define and uphold standards for content structure, ownership, and lifecycle management — helping teams stay aligned, efficient, and ready to scale.
• Continuous Improvement - You’ll identify and lead initiatives to improve how we manage and deliver knowledge, supporting business growth, product evolution, and regional expansion. You’ll turn knowledge management into a strategic driver of performance — not just a compliance tool — by unlocking clarity, consistency, and confidence across the organization.

What we’re looking for

• You are a knowledge management expert who brings clarity to chaos. With at least 3 years of experience in knowledge or process documentation, you know how to transform messy, inconsistent information into clear, scalable content that enables operational excellence. You understand the role structured knowledge plays in driving consistent, confident, and high-performing customer experiences.
• You’re outcome-driven and systems-minded. You’re detail-oriented without getting stuck in the weeds, focusing on impact, not just accuracy. You’ve worked cross-functionally across operations, QA, and training, and bring a strong sense of ownership to the systems and content you manage.
• You move confidently through change. You know how to move forward even when all the pieces aren’t in place, and you’re always looking for ways to improve, simplify, and scale. Whether establishing documentation standards or iterating on governance models, you bring energy, adaptability, and a strategic lens to your work.
• You collaborate with purpose. You’re a strong communicator who listens well, builds trust quickly, and works effectively across teams and time zones. You balance structure with flexibility, and you’re able to align diverse inputs into a cohesive and actionable approach that helps others do their best work.

What the candidate will learn and how will they develop at InDebted

• You’ll be strategically positioned to shape how knowledge is created, shared, and scaled — with lasting impact on how teams operate and how customers experience our support throughout the collections journey.
• You’ll collaborate with cross-functional teams across Excellence, Operations, Product, and Compliance, gaining deep insight into how different parts of the business connect.
• You’ll help define and evolve knowledge management practices that support our AI-first, customer-obsessed approach to service delivery.
• You’ll grow as a strategic enabler — learning how to turn knowledge into clarity, alignment, and performance at scale.

Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.

At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.

For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you!