Senior Knowledge and Content Specialist

The posting

Company Description

Depop is a peer-to-peer circular fashion marketplace where anyone can buy, sell and discover secondhand fashion. Our mission is simple: to make fashion circular by making secondhand as exciting and rewarding as buying new.

Founded in 2011, Depop’s diverse community has helped move resale into the mainstream, where buying secondhand is no longer an alternative, but how people of different ages now engage with fashion. Today, more than 56 million registered users come to Depop to find great value, express their own personal style and give clothes a longer life. We believe that everything you want already exists, and our role is to help people discover it.

Powered by a team of over 500 people, our company is headquartered in London, with offices in New York. In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company. For more information, visit www.depop.com

We aim to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users.

We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.

AI Disclosure: We use AI tools (Google Gemini) to help our team source and review applications for roles with a high volume of applications. These tools assist our recruiters in identifying great talent but do not replace human decision-making. At Depop, every hiring decision is made by a human.

If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to [email protected].

Job description

We are looking for a Senior Knowledge and Content Specialist to own the knowledge that powers support at Depop. This covers our Help Centre, which buyers and sellers read to help themselves, and the content and guidance our AI Agent uses to answer their questions. You will make sure that knowledge is accurate, up to date, easy to understand, and sounds like Depop.

Knowledge is one of the biggest drivers of how well our AI Agent performs, and of how easily our community can find answers on their own. Thousands of buyers and sellers rely on it every week, so the content you write and maintain will directly shape their support experience. If the knowledge isn’t right, the AI Agent’s answers won’t be either, which means your work will have a big impact on metrics such as resolution rate, customer satisfaction, and self-serve success. We are looking for a strong writer who is also AI-literate: someone who uses AI tools confidently to create, review, and improve content faster, without compromising on quality.

What You’ll Do

• Own the Help Centre and the knowledge the AI Agent draws on, keeping it well structured and easy to navigate, and making sure content works well both for customers reading it and for AI using it
• Write and edit clear, concise copy for Help Centre articles, AI Agent guidance, macros, and other support content in Depop’s tone of voice, and create and maintain the style guide and content standards that keep it consistent
• Set up and run systems that keep knowledge up to date, including a regular review cycle so every article is checked at least once a month
• Prioritise the knowledge backlog, deciding what to fix first based on customer impact, and recommend improvements to how we manage knowledge
• Make sure content is accurate for both our UK and US communities, reflecting differences in policies, processes, and language
• Use AI tools to speed up content creation, reviews, and gap analysis, while keeping accuracy and quality high
• Find knowledge gaps and track how content performs, using conversations, Help Centre searches, article ratings, customer feedback, and contact trends, and use what you learn to improve it
• Work with product, policy, and operations teams so content is updated ahead of launches and changes, and make sure sensitive content is reviewed by the relevant teams before it goes live
• Support the upkeep of internal guidance for our advisors, working with the Continuous Improvement team so internal and customer-facing knowledge stay aligned
• Partner with the AI Support Leads and Conversation Designers so that knowledge and guidance work together, and with the CX Content Designer where needed to keep content consistent across the product and support

About You

Essential Experience and Skills

• Proven experience writing and editing content, such as copywriting, help content, UX writing, or knowledge base management
• Excellent writing, editing, and proofreading skills, with the ability to turn complex policies and processes into simple, friendly copy
• AI-literate, confident using AI tools day to day to work more efficiently, and able to judge when AI output needs fixing
• A good understanding of customer support and what customers need from self-service content
• Experience owning a knowledge base or content area end to end, including the processes that keep it accurate and up to date
• Comfortable using data and feedback to measure how content is performing and decide what to improve
• Strong organisational skills, able to manage lots of updates and deadlines at once
• Experience working with cross-functional teams, including product, operations, and technical stakeholders

Preferred Experience and Skills

• Experience with customer facing AI Agents, Zendesk, or similar help centre and knowledge base platforms
• Experience writing content for AI agents or chatbots, or optimising content for AI and search
• Experience working in a customer support team
• Experience creating visual content such as screenshots, GIFs, or short videos
• Basic understanding of HTML and CSS
• Background in e-commerce, marketplace, or high-growth businesses

Additional Information

Health + Mental Wellbeing

• PMI and cash plan healthcare access with Bupa
• Subsidised counselling and coaching with Self Space
• Cycle to Work scheme with options from Evans or the Green Commute Initiative
• Employee Assistance Programme (EAP) for 24/7 confidential support
• Mental Health First Aiders across the business for support and signposting

Work/Life Balance:

• 25 days of annual leave with the option to carry over up to 5 days
• Impact hours: Up to 2 days of additional paid leave per year for volunteering
• Fully paid 4-week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.
• Flexible Working: MyMode hybrid-working model with Flex, Office-Based, and Remote options *role-dependent
• All offices are dog-friendly

Family Life:

• For birth parent: 20 weeks of paid parental leave for full-time regular employees
• For non-birth parents: 12 weeks of paid parental leave for full-time regular employees
• IVF leave, shared parental leave, and paid emergency parent/carer leave

Learn + Grow:

• Twice-yearly development chats and yearly performance reviews
• Learning budget
• Upskilling our employees with company-wide training workshops, materials and resources

Your Future:

• Life Insurance (financial compensation of 3x your salary)
• Pension matching up to 6% of full base salary with Aviva

Depop Extras:

• In-office Depop Shop (that’s free!) and a packing station with free delivery.
• Special milestones are celebrated with gifts and rewards!