Knowledge Manager - Customer Support

About Fairphone

Fairphone is a global leader in sustainable, modular electronics, focused on changing the industry from the inside out. They emphasise diversity, inclusion, and a collaborative workplace culture that supports professional growth.

The Role

As Knowledge Manager for Customer Support, you'll own the health, accuracy, and structural hierarchy of Fairphone's Zendesk Help Center and internal knowledge repositories. You'll convert complex operational processes into accessible documentation and help both human agents and AI systems work from accurate, up-to-date content.

Responsibilities

• Own the health, accuracy, and structural hierarchy of Zendesk Help Center and internal knowledge repos

• Convert complex operational processes into accessible, well-structured documentation

• Optimise content for modern search and discovery mechanisms (SEO, NLP)

• Maintain consistent brand voice across internal and external materials

• Implement Knowledge-Centered Service (KCS) methodologies

• Manage content approval workflows and conduct regular audits

• Collaborate with business and technical specialists across the organisation

Requirements

• 3–5 years in professional writing, knowledge management, or content strategy

• Deep KCS methodology expertise

• Advanced Zendesk Help Center proficiency

• Strong writing and editorial skills for translating complex information

• Fluent English communication

• Formal training in Communications or Information Management

Nice to Have

• AGILE methodology knowledge

• Familiarity with Odoo Knowledge

• SEO and NLP understanding

• Experience with macOS, Google Workspace, Basecamp