Knowledge Management Specialist

Role Details

Location: San Pedro Sula or Tegucigalpa, Honduras
Work Arrangement: Hybrid
Contract Duration: Full-time
Training Schedule: Monday to Friday; 8:00 am - 5:00 pm
Work Schedule: Monday to Friday; 8:00 am - 5:00 pm
Expected Start Date: January 8th, 2025
 

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

We are excited to offer an opportunity to join our Crescendo team as a Knowledge Management Specialist, dedicated to supporting one of our partner programs. In this role, you will be responsible for maintaining a precise, up-to-date, and easy-to-navigate knowledge environment that directly supports daily operations.

You will manage continuous documentation updates, monitor policy and process changes, translate recurring questions or QA trends into improvements, and publish real-time article revisions to ensure information remains aligned with the program’s workflows. Your work will ensure that agents have the clarity and resources they need to perform effectively, while you partner closely with operational stakeholders to maintain accuracy, structure, and consistency across the knowledge system.

By driving daily optimization and providing proactive documentation support, you will play a key role in enhancing the program’s efficiency, quality, and overall performance.

What You’ll Do:

• Monitor process, policy, and product updates by reviewing daily partner communications, change logs, release notes, and Slack or email updates—and apply required changes across all documentation
• Conduct daily sweeps of high-traffic articles to check for outdated steps, broken links, unclear instructions, and alignment with current workflows
• Review incoming agent questions, QA notes, and team lead escalations to identify recurring themes and turn them into actionable documentation updates
• Draft, revise, and publish new or updated articles in real time as new scenarios, workflow adjustments, or escalations emerge
• Validate updates with SMEs or operational leads when needed to ensure accuracy before publishing
• Track article usage, search behavior, and feedback through analytics tools or platform dashboards to identify friction points
• Prioritize improvements by maintaining a short daily queue or backlog of items requiring attention, tackling them based on impact and urgency
• Perform quick spot checks after publishing updates to ensure formatting, readability, and navigation meet established standards
• Communicate completed updates or changes to relevant stakeholders to ensure alignment and visibility across the team
• Identify patterns in agent questions, QA trends, and escalation themes to recommend improvements to processes, training alignment, or knowledge placement
• Maintain structure, naming conventions, and version control so the knowledge environment stays organized and easy to navigate as operations evolve
• Prepare and update documentation ahead of new launches, product changes, or policy shifts to support a smooth operational rollout
• Streamline complex content, reduce redundancy, and improve clarity to boost agent efficiency and confidence
• Collaborate with Training and QA to ensure documentation aligns with how information is taught and reinforced in daily operations

What We Expect From You:

• 2+ years of proven experience in knowledge management, content development, information architecture, or instructional design
• Understanding of knowledge center support methodologies to build an effective knowledge base for both staff and partner use
• Strong attention to detail and the ability to meet tight timelines
• Excellent analytical and problem-solving skills, with the ability to translate complex information into clear, concise content
• Ability to quickly learn and adapt to partner culture, processes, and policies
• Strong presentation skills and solid technical writing abilities
• Demonstrated experience with instructional design tools
• Hands-on experience with knowledge management platforms such as Confluence, Notion, Guru, or similar systems
• Ability to produce thorough, accurate, and complete documentation
• Capacity to work independently while also contributing effectively as part of a team
• Excellent listening skills and a commitment to communicating clearly, completely, and on time.
• Strong time management and organizational skills
• Exceptional ability to collaborate with partners and staff, building and maintaining long-term supportive relationships
• Ability to partner with quality evaluators to develop strategies that support staff performance and development
• Willingness to accept coaching and feedback to strengthen working relationships and remove barriers to success

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

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

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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.