Documentation Base Manager

About Talk with Us

Talk with Us is an expanding international outsourcing contact center employing over 2000 specialists worldwide. We deliver extensive sales and customer support services for multiple global iGaming projects.

Role Overview

We seek a Documentation Base Manager to architect, upkeep, and enhance a well-structured and efficient knowledge management ecosystem within Confluence.

Primary Responsibilities

• Develop and sustain a systematic knowledge base layout in Confluence.
• Create and standardize documentation templates, navigation systems, and overall content architecture.
• Manage the entire documentation lifecycle, including creation, revisions, reviews, and deprecations.
• Work closely with operational teams to convert workflows into clear knowledge resources.
• Identify and define requirements for improvements, automation, and content refinement.
• Monitor the quality, accessibility, and relevance of the knowledge base.
• Assist in developing training and certification materials for internal staff.

Candidate Profile

• Proven experience in Knowledge Management, Technical Writing, Documentation, or related fields.
• Strong expertise in organizing and managing extensive documentation systems.
• Hands-on proficiency with Confluence features such as spaces, macros, templates, and permissions.
• Competence in designing clear processes and handling the content lifecycle from start to finish.
• Understanding of automation techniques or workflow enhancements within documentation tools.
• Excellent communication skills and ability to collaborate with operational teams.
• Fluent in English at B2 level or higher, with additional proficiency in Ukrainian or Russian.
• Experience in contact center or operations settings is advantageous.
• Experience creating or reorganizing knowledge bases from scratch is a plus.

Work Schedule

The working hours are Monday to Friday, 9:00 AM to 6:00 PM Kyiv time, with options for flexible start times.

Compensation and Benefits

• Competitive salary that matches candidate expectations.
• 24 days of paid vacation plus 10 sick leave days annually.
• Access to corporate training programs.
• Partial reimbursement for English language learning.
• Support provided by a dedicated People Partner.
• Participation in corporate events and recognition initiatives.