Knowledge Base Team Lead

The role

You will lead the development, quality, and performance of the knowledge base. You will manage content governance, improve chatbot deflection, and lead a team to support clients and Customer Service teams.

What you will do

• Oversee content creation, taxonomy, metadata, quality assurance, review cycles, and governance.
• Drive performance towards a 95% internal query-deflection target.
• Analyse chatbot conversations, search failures, retrieval issues, and escalation patterns.
• Monitor article performance, resolution rates, repeat contacts, escalations, and customer satisfaction signals.
• Ensure information is clear, complete, easy to find, and consistent across channels.
• Establish performance expectations, coach team members, monitor quality and productivity, and manage competing priorities.
• Collaborate with Customer Service, Operations, and technical stakeholders.
• Identify opportunities to improve knowledge management and implement practical solutions.
• Undertake additional duties and projects as assigned.

Required qualifications

• Strong knowledge management expertise
• Analytical thinking
• Hands-on approach
• Ability to lead a team
• Ability to work 07:00am to 16:00 Cyprus time

Nice to have

• 1–2+ years of experience leading a knowledge base, content operations, or self-service function
• Practical experience managing content creation, taxonomy, metadata, quality assurance, governance, and structured review cycles
• Experience analysing chatbot interactions and knowledge performance
• Ability to distinguish between missing content, poor article quality, tagging issues, search relevance problems, and chatbot retrieval failures
• Experience using search analytics, escalation rates, repeat-contact data, and customer feedback
• Familiarity with tools such as Zendesk, Salesforce Knowledge, ServiceNow, or Confluence
• Experience with DevRev
• Exposure to conversational AI, knowledge retrieval, LLM-powered self-service, or knowledge automation

Benefits

• Competitive total rewards package
• Extensive learning opportunities, including professional certifications and continuous development
• 21 days of annual leave per year
• Public holidays as declared by the local government
• Comprehensive health insurance coverage

Before you apply

• Candidates must have the appropriate rights and documentation for employment in Cyprus
• Selection process includes a Talent Acquisition Interview, Take-Home Test, Hiring Manager Interview, and Final Interview

About the company

Axi is a global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. The business is a multifaceted brokerage with offices in six regions.