Knowledge Management Contractor

We are seeking a detail-oriented Knowledge Management Specialist for a 3-month remote contract to structure, create, and optimize our customer support knowledge ecosystem. This role will focus on writing and organizing customer-facing FAQs, internal Standard Operating Procedures (SOPs), macros, and workflow documentation to ensure seamless operations.

A key focus of this position is optimizing content for AI-powered knowledge access tools and search retrieval. The ideal candidate will combine strong customer service writing skills with experience in structuring documentation so human agents, clients,  and AI systems can quickly retrieve accurate, up-to-date information.

Content Creation & SOP Writing:

• Draft, edit, and audit customer-facing FAQs, Help Center articles, and resolution guides for clarity and accuracy.
• Develop comprehensive Standard Operating Procedures (SOPs), macros, and step-by-step workflow documentation for customer support agents.
• Standardize tone, formatting, and naming conventions across all knowledge bases to align with company and brand guidelines.

AI Integration & Knowledge Structuring:

• Format, tag, and structure knowledge documents to optimize searchability for AI tools, LLMs, and semantic search engine retrieval.
• Collaborate with support operations to test and refine AI knowledge access tools, ensuring support agents