📌 Position: Knowledge Base & Customer Support Quality Control Manager
📍 Location: Bogotá, Colombia (on-site)
🕒 Schedule: Monday to Friday, 8:00 a.m. to 5:00 p.m.
💰 Salary: To be discussed
📄 Contract Type: Employment contract
🌐 English Level: Advanced (required)
About the Role
We are seeking a detail-oriented and experienced professional to lead the quality and development of vLex’s customer-facing knowledge base. This role is essential for improving the clarity, structure, and usefulness of our support content, while establishing communication standards for customer-facing teams.
Key Responsibilities
- Lead continuous improvement of the internal and external knowledge base
- Audit, update, and maintain support documentation aligned with product changes
- Design and implement a scalable quality assurance framework for support content
- Identify and close documentation gaps based on ticket trends and user feedback
- Collaborate with Support, Product, and Customer Success teams to define content priorities
- Develop editorial guidelines and templates aligned with our brand tone
- Monitor usage metrics and encourage adoption of content across internal teams
Profile Requirements
- 2–4 years of experience in support content, technical documentation, legal editing, or knowledge management
- Educational background in Law, Communications, Linguistics, Systems Engineering, or related fields
- Native Spanish and advanced English skills (especially in writing and editing)
- Experience with help center platforms such as Zendesk Guide, Notion, Confluence, Intercom Articles, or GitBook
- Exceptional attention to detail, analytical thinking, and structured content creation
- Strong coordination skills with cross-functional teams in fast-paced environments
Preferred Skills
- Understanding of customer service metrics and user experience principles
- Experience in SaaS environments and multilingual support operations
