The posting
1. Product Communication & Knowledge Base Project Management
- Lead and manage large-scale Help Centre and knowledge management initiatives across multiple languages and regions.
- Oversee updates, maintenance, and optimization of more than 600+ customer-facing knowledge articles available in 10+ languages.
- Develop and execute content governance processes to ensure information accuracy, consistency, localization quality, and regulatory compliance.
- Drive cross-functional projects involving Product, Customer Service, Operations, Compliance, Marketing, and Engineering teams.
- Identify opportunities to improve Help Center architecture, navigation, searchability, and overall customer experience.
- Propose and implement customer-centric enhancements that improve self-service adoption and reduce support volume.
- Track project milestones, coordinate stakeholders, and ensure timely delivery of communication initiatives.
2. Content Strategy, Creation & Localization
- Draft, edit, review, and proofread customer-facing product documentation, FAQs, announcements, guides, and Help Center content.
- Create clear and engaging educational content for global audiences.
- Provide high-quality French translations and localization of English product content while preserving tone, context, and market relevance.
- Manage and maintain customer-facing content within Salesforce and other customer engagement platforms.
- Ensure consistent brand voice, style, messaging, and terminology across all communication channels.
- Collaborate with product and technical teams to transform complex concepts into customer-friendly communications.
- Develop communication frameworks that support product launches, feature enhancements, and customer education programs.
3. Cross-Functional Collaboration & Stakeholder Management
- Partner closely with internal stakeholders across Product, Marketing, Customer Experience, Compliance, Legal, Operations, and Technology teams.
- Coordinate and manage relationships with external translation agencies and localization vendors.
- Review translation quality and ensure linguistic accuracy across all supported languages.
- Facilitate communication between global teams to ensure alignment on content strategy and customer messaging.
- Gather stakeholder feedback and translate business requirements into scalable content solutions.
- Influence communication standards and best practices across the organization.
4. Customer Experience & Service Advocacy
- Act as a strong advocate for customers by identifying communication gaps and opportunities to improve customer journeys.
- Analyze customer inquiries and feedback to proactively improve Help Center content and support resources.
- Handle complex customer interactions through live chat and digital support channels in both French and English.
- Respond professionally to customers from diverse cultural and geographic backgrounds.
- Manage multiple customer conversations simultaneously while maintaining exceptional service standards.
- Escalate recurring customer issues and collaborate with relevant teams to implement long-term solutions.
- Drive initiatives that enhance overall customer satisfaction, support efficiency, and service effectiveness.
5. Coaching, Mentoring & Process Improvement
- Mentor and train customer service agents and new team members taking over key communication responsibilities.
- Establish documentation standards, content review processes, and localization best practices.
- Develop knowledge-sharing frameworks and training materials for internal stakeholders.
- Continuously identify opportunities to improve customer communication workflows, agent productivity, and operational efficiency.
- Monitor content performance metrics and recommend data-driven improvements.
Requirements
- Bachelor's Degree in: Marketing & Communications, Public Relations, Corporate Communications, Business Communication Or related disciplines
- Minimum 6-10 years of professional experience in Product Communications, Customer Experience, Content Strategy, Communications, Localization, Customer Success, Marketing Communications, or related fields.
- Proven experience managing large-scale multilingual content projects.
- Demonstrated experience overseeing Help Centres, Knowledge Bases, customer documentation, or self-service platforms.
- Experience working in technology, fintech, digital platforms, SaaS, e-commerce, Web3, or fast-growing international organizations is advantageous.
- Prior exposure to sales, account management, partnership development, or business development functions is strongly preferred.
- Experience working with cross-border teams.
Language Requirements
- High professional proficiency in English and French (written and spoken) is required, as the role involves regular business communication with colleagues and clients who predominantly communicate in French.
- Ability to perform professional translation, localization, editing, and proofreading between English and French.
Preferred Competencies
Communication Excellence
- Exceptional business writing and editing skills.
- Strong storytelling and customer communication capabilities.
- Ability to simplify complex products into clear customer-friendly language.
Project Management
- Experience leading cross-functional projects involving multiple stakeholders.
- Strong organizational skills with the ability to manage multiple priorities simultaneously.
- Excellent attention to detail and execution discipline.
Customer-Centric Mindset
- Passionate about customer experience and customer advocacy.
- Ability to identify customer pain points and implement scalable improvements.
- Strong analytical and problem-solving abilities.
Commercial Acumen
- Understanding of customer acquisition, retention, user engagement, and commercial objectives.
- Ability to balance business goals with customer needs.
- Experience collaborating with sales or business development teams.
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“This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).
e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching,career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions.e2i is a tripartite initiative of the National Trades Union Congress setup to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore’s PDPA and e2i’sPDPA. By submitting your application for this position, you consent to the collection, use, and disclosure of your personal data by Quesscorp and its recruitment partners, including Employment and Employability Institute Pte Ltd, for the purpose of i) employment facilitation and ii) data and statistical analysis. You may find out more information on the PDPA policies at Quesscorp website and[https://www.e2i.com.sg/pdpa/]."
