Knowledge Expert
Senior Knowledge Expert
CX Knowledge PDP
This page contains the different roles within the CX Knowledge Experts. Choose the relevant role you want to learn about. You can also enter the “Professional Path” to access the relevant skills and resources (coming soon!). 🔙
Choose the roles
IC Path
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Management Path
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Choose the competencies
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Knowledge
Communcation
Collaboration
Proactiveness
Ownership and impact
Knowledge Expert
Professional Path
Gain and maintain a deep understanding of the ins and outs of the product and CX processes. Consistently stays at the top of their professional knowledge to best position themselves as a trusted advisor to drive customer resolution.
Knowledge
Develop a deep understanding of the platform, features, capabilities, and updates. Stay up-to-date with changes and updates from the product team.
Example 1
Attend product/CX training sessions, open mics, etc. to deepen understanding of new features and functionalities – both workflow & technical abilities/limitations.
- Effectively communicate product changes and updates to the CX team
- Adapt fast and master our resources and our tools to find them
Example 2
Worknet app, Ask-Ai, CX new chats / RDP, etc.
- Gather the needed knowledge from any relevant stakeholders when faced with a question without an answer, removing any blockers on the way
- Develop critical thinking to find creative solutions and workaround to resolve customer needs
Communcation
Provide clear and concise explanations and instructions. Offer actionable feedback to help team members improve their knowledge and problem-solving abilities.
Examples 1
Provide constructive feedback and guidance to the CX team on their support interactions on cx questions, using all of our tools (feedback form, mosAIc, hot-topics, etc.)
- Effectively coach team members to address their individual knowledge gaps, increasing their confidence and independence in resolving customer issues.
- Demonstrate patience and empathy in every interaction.
- Effectively deliver knowledge sessions to different audiences
Examples 2
Create and lead training sessions to implement new knowledge processes
Examples 3
Create and lead training sessions on effective communication strategies to enhance the team’s customer service skills.
- Communicate effectively complex and sensitive scenarios with multiple stakeholders in a timely manner
Examples 4
Master the incident processes, streamline communication with OS and TS during incidents. Transparently communicate to CX throughout.
Collaboration
Build and cultivate an ongoing connection with the relevant CX squad, positioning themselves as a resource and source of expertise and support.
Example 1
Get to know CX in your specialized squad through official and unofficial occasions / opportunities.
- Build and cultivate an ongoing partnership within the KMs, ensuring our customer and department voice is represented in an impactful way, and positioning ourselves as the voice and bridge from product to our customers and CX
- Build and cultivate a strong sense of collaboration with other relevant stakeholders, such as Enablement, Online Strategy and Operations, fostering the needed engagement to drive forward impact
Example 2
Navigate smoothly and effectively in CX-on-calls cases, major bugs and platform incidents, coordinating and handling professionally.
- Utilizes all available resources and relationships to resolve day to day issues, navigating daily challenges of an ambiguous or uncertain nature with drive and perseverance
Example 3
Work with KM, TS, or legal team to resolve sensitive cases escalated from CX.
- Identifies areas of opportunity to improve our internal processes and collaboration, proactively initiating solutions to bridge them
Example 4
Working with TS in a specialized squad to increase knowledge share around wrong escalations by CX.
Proactiveness
Proactively offer the best medium of support for CX to ensure quality and timely resolution.
Example 1
Jumping on a screenshare ad hoc with a CX stuck in a live session.
- Proactively identify areas to improve in the product/processes, as well as anticipating potential or existing knowledge gaps in the team, and work to bridge them
Example 2
Finding recurring CX questions around the same topic and initiate a training improvement.
- Taking ownership of a personal development opportunity by identifying areas for improvement and proactively seeking relevant training or resources to stay at the top of their professional knowledge
Example 3
Taking formula-focused training to bridge lack of knowledge.
- Anticipating the needs of the CX team and the broader organization by staying ahead of product updates and changes
Example 4
Identify areas without proper documentation and create the resource to cover the knowledge gap with the KM.
- Initiating and leading projects or initiatives that improve the efficiency, effectiveness, or quality of support processes
Example 5
Run a CX survey to identify KE service gaps & build an action plan.
- Actively sharing ideas, best practices, and innovative solutions with the team to foster a culture of continuous improvement
Ownership and impact
Proactively identify challenges and turn them to tangible opportunities to make impact. Take ownership of a gap, identify root causes, and collaborate with stakeholders toward resolution.
Example 1
Identify an actionable knowledge/process gap we’re lacking and act proactively to solve it with KMs / enablement.
- Professionally manage escalated customer issues and find timely solutions with the CX
Example 2
Owning a complex legal ticket end to end once escalated.
- Ensure CX and customers receive necessary support to overcome challenges
- Bring KE expertise to every interaction
Example 3
Hoping on a live screen share with CX to provide immediate support.
- Own KE core role responsibilities & performance independently
- Seeks growth and development through recurring feedback and iteration
- Demonstrate a Can-Do attitude towards complex/sensitive issues, exhausting all available resources to drive resolution and overcome challenges
Example 4
Help solve an issue with a strategic account with a churn risk, as Devs/PMs are not responsive.
Senior Knowledge Expert
Professional Path
In addition to core Knowledge Expert (KE) responsibilities, advanced skill level for Senior KE.
Knowledge
Increase technical understanding of our product & its limitations, holistically or specialized in one domain.
Example 1
Old vs new billing infra / autopilot API limitations, etc.
- Ownership or development of a cross team effort that involves multiple product/process areas
Example 2
Collaborate with KM, and enablement to bridge a service gap that has to do with our squads.
- Position themselves as a resource and point of knowledge / expertise to fellow KEs beyond their specific domains, to help support and strengthen professionally both CX and KEs as a whole
- Continuously develop hard & soft skills through learning opportunities and implement lessons & insights in the team’s day to day work
Example 3
Learning data analysis practices collaborating with a KM and create an adjusted relevant training session for all KEs. Implementing best practices to increase day to day efficiency.
- Stay up to date with the market standard & service offering to bring value both for internal support (KE) and external (CX)
Example 4
Familiarize with our competitors best practices, services, SLAs and escalation processes and bring back suggestions & insights to improve our offering.
Communcation
Successfully communicate strategic changes top-down and bottom-up, taking all stakeholders in consideration & building a communication plan. Communicate effectively with leadership and stakeholders across the department and company, driving engagement and collaboration towards shared goals.
Example 1
Coordinate a cross-department project and get OS, Ops, enablement and TS to adhere to the project deadlines.
- Being a team wide example, applying coaching and advanced communication skills to improve the team proactively
- Identify cross team coaching opportunities & act to bridge them
Example 2
Set a monthly Lesson Learned for the KEs & share best practices.
Collaboration
Positions themselves as a team wide resource, driving team wide collaboration to drive success. Successfully manages to increase collaboration of the knowledge group as a whole with internal and external stakeholders.
Example
Initiating a collaboration between KE and TLs to boost Top-Askers performance and increase CX efficiency and independence.
- Identifies areas of opportunity in our joint processes with other units, executing and driving process building to enhance our operations and impact
Proactiveness
Demonstrate strategic thinking to identify key areas of opportunity to improve on, balancing a detail oriented mindset with a deep understanding of a high level picture.
Example 1
Run a root-cause analysis for “Top Askers” and collaborate with enablement to build a data-driven action plan.
- Continuously examines and identifies new opportunities for the KEs to improve their service offering using reporting, new tools, and applying creative thinking
Example 2
Implementation of an efficiency tool like Worknet, revolutionize the KE way of working off CXQ.
Ownership and impact
Independently and proactively tackles team/ department wide strategic challenges end to end – from initiating and identifying a pain, to proposing concrete solutions, driving execution and iteration. Deepen the involvement in organization-wide processes and projects, bringing the knowledge perspective and create impact in larger scale.
Example 1
Participating in a new channel of communication to our customers (chat, phone calls) from POC up until full implementation, representing the team and providing unique service insights to the task force.
- Position themselves as an expert POC to the team (KEs and CX)
Example 2
Help KEs to strategize and solve complex, sensitive issues for a strategic account, collaborating with TS, CS & Sales.
- Becoming a champion of change, leading the organization in any change of process/new tool implemented
Example 3
Leading the implementation of a new searching tool like AskAi, owning it A-Z and iterating to perfect and refine. Using data, feedback and deep-dive practices to make strategic decisions.
The IC roles are not yet available in this path. Stay tuned!
Knowledge
Communcation
Collaboration
Proactiveness
Ownership and impact
The managerial roles are not available yet in this path. Coming soon, stay tuned!
Knowledge
Communcation
Collaboration
Proactiveness
Ownership and impact