Customer Knowledge Specialist

About Us

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact.

We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.

Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.

At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team.

Visit www.perk.com to learn more.

Customer Knowledge Specialist

About the Role

As the Customer Knowledge Specialist, you will play a crucial role in ensuring our customers and internal teams have access to accurate, complete and easy-to-understand information.

We’re looking for a Customer Knowledge Specialist to own and elevate the quality, clarity and effectiveness of Perk’s external knowledge. This role sits within the Knowledge & Communications team in Customer Care and focuses on continuously improving our Help Center content, customer communication resources (email and chat templates), cutting-edge AI chatbot, and overall customer knowledge experience. Your work will directly impact self-service enablement success and the efficiency of our customer support agents.

You’ll work closely with Product, CX and the Content Design team to elevate the quality, clarity and effectiveness of Perk’s external knowledge. You’ll also collaborate on improving the performance of our customer-facing chatbot and help shape the future of how we deliver support knowledge at scale.

What You’ll Do

Help Center Content Management

Create, edit, and maintain high-quality, customer-facing articles, FAQs, and guides in Perk’s Help Center in Zendesk Guide.

Ensure all knowledge base content is accurate, consistent in tone and style and up-to date.

Conduct regular audits to identify and update outdated or underperforming content.

Organize and structure content for optimal usability and discoverability (IA improvements over time).

Partner with Product and CX to document product updates, new features and workflows.

AI Chatbot Training & Knowledge Insights:

Collaborate with Product and the CX team to serve as key content curator for the AI chatbot and improve its accuracy.

Monitor chatbot performance, analyze conversation transcripts and iterate on training data to improve deflection rates and response quality.

Identify knowledge gaps in the AI and proactively create or refine the necessary content.

Recommend and implement knowledge changes that reduce customer confusion or misrouting.

Contribute to ongoing user experience improvements related to self-service and search.

Customer Communication Templates

Design, draft, and proofread new standardised email templates and canned responses (macros and shortcuts in Zendesk) for the Customer Care team.

Ensure customer-facing communication templates reflect the Perk’s tone of voice guidelines and promote efficient resolution times.

Ensure communication is consistent, clear, and helpful across all customer interactions.

Internal Knowledge Management and Communication

Communicate knowledge updates to the Customer Care Network worldwide through newsletters, huddles, videos or internal resources.

Support the Knowledge & Communications team with internal documentation when needed (e.g., product updates, small process guides).

Assist with cross-team communication tasks during peak periods.

Provide content feedback or developing content on special initiatives.

What We’re Looking For

Must-haves

2+ years of experience in technical writing, content creation, knowledge management, or customer experience.

Strong ability to translate complex information into simple, actionable explanations.

Native level of English and excellent verbal and written communication skills.

Experience working with Knowledge Base platforms (e.g., Zendesk Guide, Guru, Notion, Intercom).

Exceptional proofreading and editing skills with a commitment to maintaining a high standard and attention to detail.

Ability to use basic analytics to measure content performance (e.g. article views, self-service rate) and identify areas for improvement.

Ability to collaborate with cross-functional teams (Product, CX, Content Design).

A proactive mindset with ownership of quality and accuracy.

Nice-to-haves

Proficiency with Zendesk Guide structure, permissions and content management features.

Direct experience with training or managing content for an AI chatbot, virtual assistant or conversational platform.

Experience with customer service environments and the travel industry.

Understanding of UX writing or information architecture principles.

What Success Looks Like

Within 6 months, you will have:

Fully owned the Help Center maintenance cycle and content roadmap.

Improved clarity and consistency of customer-facing templates.

Strengthened collaboration loops with Product and Content Design.

Reduced repetitive questions from agents by improving content accuracy and discoverability.

Identified and implemented continuous improvements in HC structure or article quality.

How We Work

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk [dot] com, and we will confirm whether it is legitimate.