Knowledge Base Specialist (Bellevue) at OfferUp

| Bellevue
Sorry, this job was removed at 6:53 a.m. (PST) on Tuesday, June 2, 2020
Find out who's hiring in Seattle.
See all Content jobs in Seattle
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

OfferUp is dedicated to building the simplest and most trustworthy way for people to buy and sell in their communities. Every year, millions of people use OfferUp to buy and sell locally, resulting in billions of dollars of local commerce. As the largest mobile marketplace for local buyers and sellers in the U.S., our iOS and Android app has been in the top five most popular shopping apps lists for more than three years. Join us as we build the marketplace of the future and reinvent local commerce by helping consumers uncover value through simplicity and trust. 

At a Glance

  • 85M+ Downloads
  • Geekwire App of Year
  • 15+ percent of adults in key markets like Los Angeles, Seattle, Miami and Las Vegas use OfferUp every month 

About the role:

Customer obsessed, driven by a great user experience, and want to work at one of the Seattle area’s most successful startups? OfferUp is looking for a Knowledge Base Specialist who is passionate about delivering excellent content to our Customer Support Operations teams. 

In this role, you’ll partner with stakeholders to understand new app features, new workstreams, and tool and process changes. Then you’ll deliver, announce, and maintain accurate, user-friendly knowledge base content for our CS teams. 

We’re looking for someone who will advocate for solutions that make the CS and OfferUp community successful. You should be a skilled, intellectually curious, deadline-driven writer, editor, and project manager who is thorough, analytical, and undaunted by fast-paced change. 

**As part of the hiring process, candidates will be asked to demonstrate proficiency in change communication and instructional writing by providing 2-3 relevant writing samples, and completing a timed writing and editing test**

Here’s more of what you will get to do:

  • Partner closely with CS Operations and other business teams, to simplify complex processes into elegant, end-user focused solutions
  • Anticipate Operations team needs, then develop content that drives agent engagement and decreases ticket handling time
  • Manage communication between the business and operations to deliver policy and process changes clearly, concisely, and on time
  • Partner with QA and Training teams to ensure alignment
  • Build strong relationships with stakeholders and functional teams

You’ll thrive in this role if you have:

  • 2+ years of relevant content management experience 
  • Demonstrated proficiency in change communication/instructional writing
  • Sound editorial judgement
  • Demonstrated success in process improvement design and workflow analysis
  • Ability to distill complex processes into simple, precise, engaging language
  • Refined attention to detail, impressive organizational skills, and an eye for consistency
  • Proven success at simultaneously managing the details and the big picture
  • Ability to take ownership and drive forward (and know when not to) in a fast paced, sometimes ambiguous environment
  • Ability to successfully navigate shifting priorities and parameters
  • Strong critical thinking skills and a high level of business acumen 

Helpful, but not required:

  • Experience writing for a global audience
  • Experience with content management systems, Confluence, and Jira
  • Experience with information architecture, user experience, or user research
  • Proficiency in data analysis and data-based decision making 
  • Experience supporting customer support operations teams
  • Bachelor’s degree in Communications, Journalism, or English, or related experience

OfferUp is changing the way people buy and sell locally and we’ve built a dynamic team to do it. To learn more about what it’s like to work at OfferUp, check out our blog: https://blog.offerup.com/tagged/culture

OfferUp provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, OfferUp complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.

OfferUp expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of OfferUp’s employees to perform their job duties may result in discipline up to and including discharge.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • RedisDatabases

Location

Nestled just south of downtown Bellevue with quick access to local highways- perfect to walk out to our daily foodtrucks or around Mercer Slough Park.

An Insider's view of OfferUp

What's something quirky about your company?

This may seem silly, but we have a 90lb MMA dummy our CEO bought and named Pat. On a daily basis, someone will take Pat and figure out creative ways to scare some folks in the office. How do I know? I am Pat.

Pat

Office Morale Booster (Ex-MMA Trainer)

What does your typical day look like?

One of the great things about OfferUp is that no two days look the same. The only thing you will see me do every day at the same time is plank at 3 p.m. with my team. Otherwise, who knows?

Julien

Software Development Engineer

What makes someone successful on your team?

Like many engineers, one of my favorite parts of being in tech is using my creativity and logic to create something new, especially here at OfferUp where what we create has the ability to help the environment and enable people to support their own businesses.

Alesha

Software Development Engineer

What is your vision for the company?

OfferUp will continue to be the premier local mobile marketplace for buying and selling, but there will likely be more and better e-commerce opportunities with the onset of new delivery technologies. OfferUp has such unique purpose and is leading the transformation of how consumers buy and sell locally. I'm delighted to be a part of the team.

Rodrigo

Chief Financial Officer

How would you describe the company’s work-life balance?

Work/life balance is fantastic at OfferUp, especially for a startup! Sure, there are some days you may need to stay late- but everyone is pitching in here and understands the importance of recharging and resetting.

Deanna

Recruiter

What are OfferUp Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Lunch provided on Tuesdays and Fridays!
Parking
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Diversity Program
More Jobs at OfferUp6 open jobs
All Jobs
Data + Analytics
Design + UX
HR
Product
Sales
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView OfferUp's full profileSee more OfferUp jobs