Senior Knowledge Base Manager

As a member of the Tesonet accelerator's family, at CyberCare, we shape the way tech companies provide customer support by adding a human touch mixed with a splash of innovative solutions. Chat by chat, case by case, we challenge norms globally with the magical "hello" that only we know how to deliver. Our teams help customers in 170+ countries, solving over 11 million cases each year.

Now we are looking for a data-driven, hands-on specialist to manage and elevate our content across both our external and internal knowledge bases. A Knowledge Base Manager is a coordinator of information that we receive, upgrade and upload into an external or internal database. In this role, you'll partner closely with leadership, drive strategy through actionable insights, and streamline cross-team workflows.

What You Will Do

• Analyze content performance using platforms like Google Analytics 4 and Looker, perform ad-hoc calculations.
• Coordinate stakeholder presentations and manage workload assignments across weekly sprints, ensure timely communication and task delivery.
• Demonstrate excellent time management, cross-team collaboration, and process documentation skills.
• Create, update, and manage technical content to ensure accuracy, relevance, and alignment with product changes.
• Support leadership with data-driven content strategies using SEO best practices and automation tools.
• Manage content localization efforts with tools like Crowdin and use work management platforms (like Jira, Atlassian, Notion).
• Leverage Figma with a proven or keen interest in UX/UI to enhance customer journeys and satisfaction.
• Proactively implement tools and solutions to boost team efficiency and quality.
• Hold general understanding of AI and its principles.

What We Expect

• 2+ years of experience in content management, technical writing, or a similar role.
• Proven experience in creating and managing web content.
• Strong visual understanding and an eye for design elements that significantly impact the customers journey.
• Knowledge of SEO principles and best practices.
• Strong interpersonal skills for managing relationships with stakeholders and cross-functional teams.
• Proficiency in using content management systems (e.g., Zendesk) would be a huge plus.

What We Offer

• Career development training - Internal and external events, online training, conferences, 20 working hours per month for IT studies at Turing College, books - everything you need to reach your full potential.
• Health benefits - Private health insurance, online workouts or an on-site free gym 24/7, consultations, programs to improve mental health to feel and be your best. For those who seek flexibility and autonomy in their health-related benefits we give a wallet topped up with funds that you can spend across a variety of health and wellness services. 
• Comfort - Hybrid work, offices based in Vilnius & Kaunas, and the ability to travel the world while working.
• Technologies - Work with us and we will deliver the latest advancements in technology, software, and gadgets to optimize and streamline your daily workflow. Also, we will provide you with Nord Security products so you can also secure your personal devices!
• Company Events - Regular internal events, quarterly team buildings, OKRs events, workshops & workation trips.
• Office Perks & Public Transportation - Fully stocked kitchens, snacks, drinks, pet friendly offices. Also we offer a discount and encourage using public transportation at a lower cost. 
• Time off -  Additional time off for rest, for anniversaries, or to celebrate life’s special moments. 
• Bonus - Discount offers for health, sport, food/drinks, leisure, home/auto services, referral bonuses.
• Gross salary - 2630 - 3100 EUR/month. Keep in mind that we are open to discussing salary based on your skills and competencies.