Knowledge Management Specialist

San Pedro Sula or Tegucigalpa, Honduras

Full Time

Training

Experienced

Role Details

Location: San Pedro Sula, and Tegucigalpa, Honduras
Work Arrangement: Hybrid
Contract Duration: Full-time
Training Schedule: Monday to Friday; 7:00 am - 4:00 pm
Work Schedule: Monday to Friday; 7:00 am - 4:00 pm
Expected Start Date: February 12th, 2026

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.

Welcome to Crescendo. Welcome to what’s next.

The Role

The Knowledge Management Specialist II ensures Crescendo’s AI systems have access to the most accurate, up-to-date, and relevant information across partner knowledge bases. This role maintains and optimizes content within tools like Zendesk, Confluence, and Crescendo’s native AI platform to ensure seamless data availability for AI consumption.

Operating with a high degree of ownership in a collaborative, fast-paced environment, this position requires strong problem-solving and coordination with AI Engineers (AIDEs), Launch Success Managers (LSMs), Project Managers, and Operations Stakeholders to identify gaps, implement updates, and ensure knowledge foundations consistently support AI performance and partner goals.

What You’ll Do:

Support multiple partner programs throughout their AI deployment journey, ensuring each has a strong, accurate, and complete knowledge base to power AI solutions.
Work in a fast-paced, dynamic environment where priorities evolve quickly and proactive communication is key.
Conduct ongoing knowledge analysis to assess content quality, structure, and maintenance needs across partner systems.
Create, update, and recommend new knowledge base content based on opportunities identified through AI performance and gap analysis.
Identify knowledge gaps by reviewing AI outputs and determine when new or revised content is required to improve accuracy and automation success.
Collaborate closely with AI Engineers (AIDEs), Launch Success Managers (LSMs), Project Managers, and Operations Stakeholders to align knowledge strategies with AI goals.
Participate in deployment and progress meetings with internal and external stakeholders to share updates, request information, and communicate knowledge priorities.
Test and validate implemented content or structure changes to confirm effectiveness and ensure AI alignment.
Develop and refine knowledge categorizations that reflect common customer inquiries, optimizing AI understanding and response accuracy.
Maintain organized documentation of changes, recommendations, and progress to support transparent collaboration and long-term scalability.

What We Expect From You:

At least 1 year of experience in Knowledge Management, content creation, or managing help centers and FAQs.
A strong sense of how great knowledge is organized — from clear categorization to well-structured, easy-to-navigate content.
- Bonus points if you’ve worked with Zendesk, Confluence, or HubSpot (not required, but a plus!).
A basic understanding of AI systems and how accurate, organized information fuels better performance.
You’re relentlessly proactive — you communicate openly, raise issues early, and don’t wait to be told what to do.
You take full ownership of your work, learn fast, and stay calm and focused in a changing environment.
Comfortable working with both internal teams and clients, with a confident, professional presence in meetings.
You move fast, focus on results, and balance speed with enough attention to detail to keep quality high.
Open to feedback and committed to continuous learning and improvement.
A collaborative mindset with strong listening skills and the ability to build positive, long-term relationships across teams.

What You’ll Get In Return:

Hybrid working arrangements
Competitive base salary
Generous paid time off
Comprehensive benefits package including medical, dental, and vision options
Access to free posture-based fitness workouts from home
Training and professional development opportunities
Be part of a people-first, values-driven organization
Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

Care for others: Empathy is a key driver. When people thrive, so does the mission.
Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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