Knowledge Management System Administrator

What You’ll Do:

We’re looking for a sharp, organized, and thoughtful communicator to join our Agent Enablement team as a Knowledge Management System Administrator. This entry-level role is all about keeping our internal knowledge system (Guru) clean, accurate, and easy to use—so agents across Customer and Merchant Support can find the right answers fast and serve our lease-to-own customers with confidence.

You’ll work closely with subject matter experts and partners across the department to manage content, track performance, and respond to knowledge requests. You’ll also own the file structure within Guru and help maximize the tool’s features so we get the most out of what it can do. If you're a quick learner who enjoys writing, editing, and digging into new tech, this role could be a great fit.

You’ll help make work smoother for hundreds of agents. By keeping our knowledge resources clean, useful, and easy to find, you’ll make a direct impact on how fast and confidently our teams can support customers and merchants. You’ll be part of a collaborative, learner-friendly environment—and you’ll grow your skills every day.

Keep Guru Organized & Optimized

• Manage file structure, tags, and folders within our knowledge management system Guru
• Use built-in features to improve searchability and usage
• Responsible for quality control (QC) of new cards before publishing for clarity, tone, and accuracy
• Archive outdated content and remove duplicates

Support Customer & Merchant Support Teams

• Handle word swaps and light edits from business units
• Respond to “wrong answer” reports from users
• Follow up on requests in the content Slack channel
• Reach out to internal subject matter experts for verification

Communicate Clearly

• Write and post Slack announcements about content changes
• Review analytics to find usage patterns or gaps
• Edit AI-generated drafts to fit our brand voice and tone

Use Tools (and Learn New Ones Fast)

• Use ChatGPT to brainstorm or build a starting point—but never publish AI content without first conducting a close review
• Stay curious about new tech and eager to train on platform updates

About You (Qualifications):

• A degree or coursework in Communications, English, Learning & Development, or a related field
• 1 year of professional experience, ideally in social media, website management, or a corporate writing position
• Strong writing and editing skills—clear, friendly, and focused on the user
• Strong interpersonal skills – you’re able to work with stakeholders across the business and partner with them to communicate complex processes
• Close reading and problem-solving skills – you’re able to assess workflows, uncover inefficiencies, and brainstorm effective solutions to fill the gaps
• Confidence managing digital content and file structures — you bring strong organization skills with attention to detail when juggling multiple requests
• Curiosity and quick learning when it comes to tools and technology
• Familiarity with knowledge platforms like Guru, Notion, Confluence, or wikis
• Experience working in a fast-paced, dynamic environment
• Spanish fluency or experience working with translation tools is a plus
• Experience in customer service or operations is helpful for context—but not required
• Location Requirement: This position requires regular in-person attendance at one of our two office locations (Richmond, VA or Arlington, VA). Candidates must already be located within a commutable distance to either location, as relocation assistance is not available at this time.