Knowledge Base Executive

Let’s start with the role

We are looking for a Knowledge Base Executive to join our Customer Experience (CX) Operations team at Betano. In this role, you will be responsible for managing and maintaining our Knowledge Base (Confluence), Help Center, and Zendesk Macros, ensuring all content is  accurate, up-to-date, and aligned with our internal processes and policies. 

Based in the Philippines, the Knowledge Base Executive will collaborate closely with global stakeholders across Operations, Quality, Product, and Training teams to deliver clear and user-friendly content that empowers agents to provide outstanding customer support.

• Review and update Knowledge Base articles and Macros based on stakeholder input or newly implemented processes;
• Monitor usage trends and gather feedback on articles and Macros, to identify areas for improvement;
• Partner with Quality and CS teams to ensure knowledge materials aligns with evaluated processes;
• Support the launch of new products or markets with timely and accurate documentation;
• Participate in regular syncs with global Knowledge and Training team members;
• Submit and follow up on translation or content update requests across platforms.

What you’ll bring

• 2–4 years of experience in knowledge management, content management, customer support operations, or training;
• Experience working in fast-paced, service-oriented industries (iGaming, tech, or e-commerce preferred);
• Excellent English and Filipino communication skills (written and verbal);
• Strong attention to detail, organizational skills, and the ability to manage multiple priorities;
• Experience with Zendesk, Confluence, and other knowledge or content management tools;
• Previous experience in cross-functional or remote team environments is considered a plus.