Knowledge Base Specialist – Customer Support

Job Description:

About Us

At Merkle, we are revolutionizing international trade by providing SMEs with a seamless, intuitive platform that simplifies their journey. Our Customer Support team plays a crucial role in ensuring a smooth user experience, and a key part of this is providing clear, accessible, and up-to-date self-service resources. To enhance our support offering, we are looking for a senior Customer Support Knowledge Base Specialist to not only assist our customers but also develop and maintain our help centre and internal documentation.

Your Role

As a Customer Support Specialist, you will be the first point of contact for our users, assisting them through various channels (email, chat, phone) and ensuring their inquiries are handled efficiently and professionally. You will also contribute to onboarding efforts by guiding new users and helping them integrate the platform into their daily operations, as well as supporting customer success initiatives to maximize user satisfaction and engagement.

Additionally, as an expert of the Knowledge Base, you will be responsible for creating, structuring, and optimizing our customer-facing help center and internal knowledge resources. Your goal is to ensure users and support agents can quickly find accurate and useful information, reducing friction in their journey and enhancing overall efficiency.

Key Responsibilities

1. Assist users with inquiries related to our platform, products, and services via chat, email, and phone.
2. Take ownership of customer issues, ensuring they are resolved effectively and keeping users updated throughout the process.
3. Guide new users through onboarding, helping them understand the platform’s features and best practices.
4. Proactively support customer success initiatives, identifying opportunities to help users get the most value from the platform.
5. Ensure a seamless experience by providing clear, concise, and solution-oriented responses.
6. Collaborate with internal teams (Product, Operations, Customer Success, Knowledge Base) to escalate complex cases and share valuable user insights.
7. Contribute to process improvements, helping refine onboarding, customer support workflows, and best practices.
8. Participate in knowledge-sharing initiatives, ensuring the team stays up to date on product updates and industry best practices.

Knowledge Base Management

1. Create, update, and maintain customer-facing help centre articles, FAQs, guides, and troubleshooting steps.
2. Ensure content is clear, concise, and aligned with the company’s tone of voice and user needs.
3. Work with product, support, and marketing teams to keep documentation updated with new features, updates, and best practices.

Internal Documentation & Enablement

1. Develop and maintain an internal knowledge base to support customer support agents in handling queries efficiently.
2. Organize information in a structured and easy-to-navigate way for quick reference.
3. Collaborate with trainers and quality analysts to ensure alignment between documentation and training materials.

Optimization & User Experience

1. Analyze usage data and feedback to continuously improve the knowledge base structure and content.
2. Implement SEO best practices to improve searchability of self-service content.
3. Identify gaps in documentation and proactively create new content to address common user questions.

What We’re Looking For

1. Strong problem-solving skills and ability to provide clear, solution-driven responses.
2. Positive mindset and flexibility to perform different tasks necessary to develop the customer support.
3. Excellent written and verbal communication skills in English and Spanish.
4. Ability to work efficiently across multiple channels (chat, email, phone) while maintaining a high level of accuracy and professionalism.
5. Empathy and patience, with a strong focus on customer satisfaction.
6. Proven experience in content creation, knowledge management, technical writing, or customer support (5 years minimum).
7. Strong writing skills with the ability to explain complex topics in a simple and engaging way.
8. Experience with knowledge base platforms, CMS, or helpdesk tools (e.g., Salesforce, Confluence).

A few of the benefits

• Attractive and great compensation package.
• Flexible work schedule.
• Spanish/English lessons.
• Free life and health insurance.
• Career development through Dentsu University and LinkedIn Learning.
• Day off on your birthday.
• Annual wellness days.
• Merkle Care Employee Assistance Program.
• Merkle Benefits Club.
• 2 volunteering days per annum.
• Flexible salary remuneration scheme.

Location: Barcelona

Brand: Merkle

Time Type: Full time

Contract Type: Permanent