Knowledge Management Specialist

About the role

Company Description We’re Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day. We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers. Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale. If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact. With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started. Knowledge has the power to shape how an organisation learns, adapts and succeeds. When people can easily find and trust the information they need, they make better decisions, move with confidence and create better experiences for our customers. In this role, you’ll help build the connections, habits and resources that make knowledge easier to share and reuse. You’ll bring people and ideas together, make expertise more accessible and help teams learn from one another, reducing duplication while creating space for better ways of working. As a Knowledge Management Specialist, you’ll work with subject-matter experts and teams across the organisation to turn fast evolving product, risk and regulatory requirements into clear, practical and easy-to-find guidance. Your work will help frontline and specialist teams act with clarity, consistency and confidence. Key Responsibilities Translate complex onboarding, fraud, disputes, complaints, and account security processes into clear, user-friendly knowledge assets (articles, how-to video guides, process flows, FAQs) for frontline and specialist teams. Work closely with Process Architects and Subject Matter Experts to rapidly capture, draft, and publish knowledge as new workflows go live, keeping pace with a fast-moving launch roadmap. Act as the knowledge liaison between Operations, Product, Compliance, Legal, and Training teams, ensuring content reflects evolving regulatory requirements and product changes. Track and analyse knowledge base performance and usage metrics to identify content gaps and opportunities for improvement. Maintain taxonomy and tagging standards to ensure content findability and effective AI/assistant integration. Relevant Experience Experience in knowledge management, content creation, learning and development or instructional design. Hands-on experience with a knowledge platform (e.g. Confluence, Zendesk, Notion). Comfortable working with ambiguity and changing requirements, with experience working in a fast-paced, dynamic environment (high-growth fintech a plus). Working knowledge of operations, including familiarity with operational processes, workflows and the day-to-day realities of the teams you'll be supporting. Exceptional written and verbal communication skills, with an ability to simplify and accurately represent complex operational, risk, and regulatory processes. Detail-oriented approach with excellent proofreading, editing, and content quality assurance skills. A proven track record of collaborating effectively with Subject Matter Experts and cross-functional teams to gather high-stakes information quickly. Strong organisational and time management skills, with the ability to manage competing content priorities across multiple workstreams. Working knowledge of KM metrics and reporting (content freshness, coverage, search success, deflection) and the ability to communicate progress clearly to stakeholders. Nice-to-Have Experience supporting a new team or product launch, where knowledge and process are b

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