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About Glovo:
We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day.
At Glovo, you’ll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of lives… all while having fun!
We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.
In your application, please feel free to note which pronouns you use (For example: she/her/hers, he/him/his, they/them/theirs, etc).
Your work-life opportunity:
For our Glovo Barcelona offices, we are looking for an enthusiastic Knowledge Content Specialist (KCS) for our Customer Support team to help us improve and optimise how we document, design and create knowledge content for our Knowledge Base in all of the languages we support. As a Knowledge Content Specialist within the Project - Content area, you will work in a growing global team, providing expertise and insights on Knowledge Architecture & internal Knowledge Content.
This is your opportunity to be part of the Content team and play a critical role in making sure our support teams and users have great and engaging experiences that create enduring relationships with Glovo!
Be a part of a team where you will:
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Work together with the Content Strategy Manager (Content team), Program, Project and Process teams to provide knowledge assets, analysis and expert advisory over the Knowledge Base
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Support with content onboarding of new hires by co-owning the learning plan jointly with the Content Strategy Manager and coordinate with other Knowledge Specialists in the team
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Set common standards for content project management so as to improve the success rate of knowledge documentation, minimising knowledge project delays by addressing risks, issues and scope changes effectively and improving the knowledge experience within Glovo with a better visibility on knowledge content project status and team activities
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Develop required standard content project management templates together with the Content Strategy Manager (project plans, project management methodologies, governance structures to be applied, sign off templates) and support in defining the knowledge content agenda by co-developing knowledge methodology, tools and topic development on these areas of expertise
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Create, manage, oversee and own knowledge content documentation that support staff can use to troubleshoot and resolve issues called in by Glovo
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Proactively determine and address best approaches to ensure knowledge is cascaded into the organisation, in the different regions and across roles where applicable– you’ll be a liaison between users and support teams to address any trends, issues with these applications and continuously improve the effectiveness of our content knowledge documentation
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Maintain, update, expand the cloud system's knowledge content by proofreading, merging and formatting documents whenever required (incl.: file prep) from end-to-end– you’ll design, build, create the cloud system's knowledge base by adding all relevant information and keep that information up-to-date all times (incl. liaising details/doubts/concerns with local teams if applicable)
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File knowledge content's localisation needs (incl.: file prep, update content for all markets after having received translations, upload content for all affected markets) and file feedback from local content coordinators, stakeholders for better troubleshooting
You have:
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Full verbal and written proficiency in English
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Strong project management skills and experience of managing scope, timeframes, stakeholders, resources to achieve objectives (3-5 years)
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Experience in developing project management standards, methodologies, etc. (3-5 years)
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Experience working in a cross-functional team environment with multiple Knowledge Specialists and willingness to monitor, support and supervise together with the Content Strategy Manager (3-5 years)
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Experience and understanding of Knowledge Base Management Systems and Information Architecture (3-5 years)
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Ability to understand the users we support and design, deliver knowledge content in a clear and concise way– experience creating, managing, writing training materials and/or support, knowledge content
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Capability to understand processes, connect process flows, details– spot consistencies, inconsistencies between existing/new knowledge, identify gaps in process flows for better knowledge documentation, think and be a step ahead
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Knowledge of localisation flows and tools (TMS/CMS)
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Be a self-starter who can identify needs and move swiftly to address them
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Excellent organisational skills and problem-solving ability
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Outstanding interpersonal and communication skills to interact with internal and external stakeholder while working in a global collaborative team environment
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Positive, patient and a team-player
Experience our Glovo Life benefits:
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Enticing equity plan (if applicable)
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Top-notch private health insurance
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Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders!
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Discounted gym memberships
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Flexible time off (take the time you need) and hybrid working model (own your time)
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Enhanced parental leave including nursery support!
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Online therapy and wellbeing benefit
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External learning budget
What you’ll find when working at Glovo:
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Gas: Driven to deliver quality results quickly
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Good Vibes: Bring positivity and communicate openly
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Stay Humble: Self-aware and open to learning
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Care: Uplift people and the planet
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Glownership: Act as proud owners
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High Bar: Focus on Top Performance
If you believe you match these values, we look forward to meeting you!
Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook!