Knowledge Base Manager

At Coinme, we’re redefining access to financial services in a digital world. By combining the cutting-edge power of blockchain technology with everyday simplicity, we make digital currencies accessible and usable for all.

As the world's largest network of cryptocurrency kiosks, we’re breaking down barriers to crypto adoption, enabling cash-to-crypto transactions at over 40,000 locations nationwide. Whether it's through our seamless mobile app, secure digital wallet, or integrations with Decentralized Finance (DeFi) services, Coinme is empowering individuals to store, trade, and pay with their money—on their terms.

We’re big enough to lead the charge in decentralized finance but small enough that your ideas will make waves. Every role at Coinme contributes to building a financial future where everyone has the tools to thrive. At Coinme, your growth fuels our mission. Together, we RISE.

Knowledge Base Manager will create customer-facing documentation while using data to prioritize content that reduces support costs. This role balances technical writing, basic analytics, and AI tool usage to improve customer success. You'll report to the Operations Manager and collaborate closely with key personnel from Customer Support, Marketing, and Product teams. This is a hands-on role in a startup where cross-functional partnership is essential. This position directly reduces support costs while improving customer satisfaction. You'll see your impact through clear metrics and have the autonomy to make data-driven improvements.

Documentation & Content Strategy

• Create and maintain internal and external documentation (guides, FAQs, help center)
• Establish documentation standards and quality control
• Leverage AI tools for content creation and automation
• Prioritize content based on CRM analysis

Analytics & Optimization

• Track which documentation reduces support intake volume
• Use data to identify content gaps and opportunities
• Create simple monthly reports showing documentation impact
• Make recommendations based on user behavior data

Research & Improvement

• Research competitor documentation approaches
• Gather feedback from Customer Support and Product teams
• Test new AI tools and documentation methods
• Keep documentation aligned with product updates

• 2+ years of technical writing or documentation experience
• Ability to analyze data and identify patterns
• Comfortable with Excel and basic analytics
• Experience with AI tools (ChatGPT, Claude, or similar)
• Strong writing skills - can explain complex topics simply
• Self-directed and comfortable working remotely

• Degree in English, Comparative Literature, Data Analytics, or related field
• Cryptocurrency/blockchain knowledge
• Technical writing certification
• UX research or content strategy experience
• Experience working in distributed/remote teams

• Reduce support ticket volume by 30% within first year
• Ensure 80% of prioritized content delivers expected impact
• Complete 2-3 research projects that improve documentation strategy
• Base all major documentation decisions on data insights
• Maintain positive stakeholder satisfaction scores

• Monthly documentation impact reports
• Competitor documentation research
• Customer journey documentation improvements
• Implementation of AI tools for content efficiency
• Training our internal and external Customer Support AI tool
• Propose updates to customer support flows based on data