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Knowledge Specialist

Quan 2, Ho Chi Minh City, Viet Nam
Posted 2 days ago

To apply for this role, you must be a Vietnam resident.

As the Knowledge Specialist, you are the operational right-hand to the Knowledge Lead. You sit at the intersection of Content, Operations, and AI—responsible for building the Reclub Single Source of Truth. You will ensure our CS agents have instant answers, our users have frictionless self-service, and our internal data is perfectly structured to train future AI models.

What will you do

1. Knowledge Base & Self-Service (40%)

  • Own the day-to-day operations of the internal Knowledge Base (KB) and external Help Center, ensuring a high level of accuracy with a rapid correction loop.

  • Manage content lifecycle, ensuring outdated info is purged/archived to prevent AI misinformation. 

  • Translate technical product briefs and feature releases into clear, concise, and actionable materials for KB injection and Help Center usage.

  • Assist in developing educational content together with our community and content teams. 

2. CS Operations & Analytics (30%)

  • Design, document, and maintain through clear version control of departmental SOPs and operational strategies.

  • Closely liaise with the CS Lead to monitor performance metrics. Identify root causes of user friction, user sentiment and propose immediate solutions.

  • Cascade knowledge updates, deliver training, and execute quality assurance (QA) to guarantee service consistency.

3. AI Implementation (30%)

  • Structure and iterate the KB so it functions as the foundational training dataset for our AI Customer Service system.

  • Act as "Product Ops" for Reclub’s AI tools by conducting data annotation, analyzing response accuracy, and executing training loops to refine model stability.

Requirements

Must have

  • 2+ years in Knowledge Management, CS Operations, or Technical Writing, preferably within a SaaS or fast-paced app environment.

  • Exceptional ability to untangle complex product mechanics and transform them into clear, scan-able outputs.

  • Highly comfortable diving into raw data and operational dashboards to extract actionable insights.

  • Proactive in stakeholder management and cross-functional communication.

  • Strong English communication (written and verbal).

  • High ownership mindset and great attention to detail.

Nice to have

  • Strong prioritization and time management.

  • Interest in LLM, AI Models and Prompt Engineering.

  • Hands-on experience with modern CS and Knowledge tools (e.g., Chatwoot, Zendesk, Notion).

  • Interest in sports or community-driven products.

Submit your interest by completing our online form here.