Knowledge & Enablement Manager

The Knowledge & Enablement Manager at Payhawk is primarily responsible for creating and maintaining internal knowledge base content, documenting key support processes, developing enablement materials, and identifying knowledge gaps. This role is crucial for ensuring that customer support teams have the necessary information and tools to deliver exceptional service and maintain efficiency.

To qualify for the Knowledge & Enablement Manager role at Payhawk, candidates should have over two years of experience in customer support, success, or a related field. Excellent writing skills, the ability to simplify complex topics, and experience in creating training or enablement content are essential. Strong organizational skills, effective communication, and familiarity with knowledge management tools are also required.

The Knowledge & Enablement Manager at Payhawk supports customer success by equipping support teams with the right knowledge, resources, and training materials. By documenting processes, best practices, and addressing knowledge gaps, this role enhances the team's capability to provide outstanding service and streamline support operations.

A Knowledge & Enablement Manager at Payhawk can expect a competitive compensation package, 30 days of paid leave, flexible working hours, and the opportunity to work from other Payhawk offices across Europe. Additionally, team-wide events and the chance to use the Payhawk product enrich the work experience.

The work culture for a Knowledge & Enablement Manager at Payhawk is dynamic, inclusive, and supportive of flat hierarchies. Employees are encouraged to take ownership, provide feedback, and collaborate across teams. The emphasis on work-life balance, continual learning, and social responsibility creates a fulfilling workplace for all.

Highlight your familiarity with different knowledge management tools, including examples of how you've used them in past roles. Discuss how you've created and maintained knowledge bases, and the positive impact your efforts had on team efficiency and customer satisfaction.

Discuss your approach to prioritization, such as using task management tools or methodologies like the Eisenhower Matrix. Provide an example where you effectively managed competing deadlines while ensuring the quality of your work.

Explain your process for reviewing and updating documentation regularly. Emphasize the importance of collaboration with team members to gather feedback on documentation and actively monitor changes in processes or products that may require updates.

Share strategies like conducting surveys or one-on-one sessions with team members to understand their challenges and the information they feel is missing. Discuss how you would analyze support tickets for trends indicating knowledge gaps and implement correction measures.

Provide a detailed example of a training program you've created, focusing on the objectives, delivery methods, participant feedback, and the measurable outcomes it achieved. Explain the steps you took to ensure it met the needs of the team.

Discuss your communication style and collaborative approach. Provide an example of a successful project that required input from various departments and highlight your role in facilitating effective teamwork to achieve a shared goal.

Emphasize the importance of clarity, accuracy, and accessibility in documentation. Discuss your strategies for ensuring that the language is simple, the structure is logical, and that thorough reviews are conducted before publishing any materials.

Express the value you place on feedback as a means for continuous improvement. Share your experience in gathering feedback, analyzing it, and making necessary adjustments to materials or methods based on the input received.

List relevant software tools you have experience with, such as content management systems, knowledge base software, and customer support platforms. Describe how you've used these tools to enhance documentation, training, or customer support workflows.

Discuss your enthusiasm for the fintech industry, highlighting Payhawk's mission and values. Share your alignment with the company's goals around customer service, continual learning, and empowerment, explaining why you believe this role is a perfect fit.