Job Opportunities API

Hey! We’re Plum, your smart saving and investing app on a mission to help grow money for life. Whether you’re stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum’s got your back. Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI – that’s the magic of Plum! As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more. That’s all down to our passionate team of 250+ Plumsters, who work around Europe to help us achieve our mission. And now we’re looking for more brilliant people to join us on our journey. The Role We're looking for a Knowledge Management Specialist to own our knowledge systems, including Help Centre articles, agent knowledge base, and process documentation, ensuring the Customer Support team and our AI support agent always have access to accurate, current, and discoverable content. You'll run the full content lifecycle, from request through publish and retirement, and work closely with SMEs across Product, Compliance, and Operations to keep everything accurate and trusted. You'll partner closely with Customer Operations, supplying well-governed content into how AI systems support our customers, while retaining ownership of the underlying content and governance. If you enjoy building systems that keep information accurate at scale, and turning messy process knowledge into clear, trusted content, this role is for you. What you'll be doing Knowledge Systems & Content Management Own, manage, and maintain all knowledge resources, including Help Centre articles, agent knowledge base, and process documentation Write clear, accurate, on-brand content that meets quality and compliance standards Own the end-to-end content lifecycle, from request through draft, review, publish, and retirement, applying governance standards like version control, verifier assignment, and review cadence Maintain the SME register and run scheduled and trigger-based content reviews to catch gaps before they reach agents or customers Process Documentation & Optimization Create and update product sheets, troubleshooting guides, and process documentation that equip agents with clear, actionable information Drive process optimization initiatives and lead change management for content updates, acting as the subject-matter expert for knowledge processes Cross-Functional Collaboration Act as the bridge between Product, Compliance, and Customer Support, keeping SOPs, Help Centre articles, and knowledge bases updated ahead of feature and process changes Work with Customer Support Management and Quality Assurance to identify knowledge gaps from agent feedback, QA findings, and complaints data Partner with Customer Operations to supply well-governed content into the AI knowledge feedback loop, while retaining ownership of content lifecycle and governance Analytics & Reporting Track knowledge base usage and performance to identify content gaps, and report on content health regularly to the team and leadership What we're looking for 2+ years of experience in knowledge management, content operations, technical writing, or a similar role, ideally in a scaled support or fintech environment Excellent written communication, clear, structured, and able to translate complex processes into accessible content Experience with content governance, taxonomy, or version control practices Comfortable engaging SMEs and stakeholders across teams to source and validate content without formal authority over them Strong process mapping skills, able to document workflows clearly and identify where they can be simplified Working knowledge of AI tools for content production (e.g. drafting, summarizing, structuring content), comfortable adopting AI-assisted workflows as they evolve Experience in a regulated environment (financial servi