Customer Support Knowledge & AI Enablement Specialist

you are applying for. The organization offers a wide range of benefits and opportunities including: Regular Employment on Day 1 HMO Coverage and Life Insurance on Day 1 Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves) Vesting/Retirement package Opportunities for career growth and development Access to well-being programs Flexible schedule, hybrid work arrangement and work-life balance Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures What will you do as a Customer Support Knowledge & AI Enablement Specialist? Reporting to the Customer Support AI Lead, your accountabilities will include: Maintain knowledge structures, ownership, review cycles, metadata, categories, and content standards. Make trusted information easier for customers and colleagues to find and use through self-service, search, and approved AI tools. Use search and knowledge-performance data to identify content gaps, outdated guidance, and issues affecting search or AI-generated answers. Coordinate content reviews and improvements with subject matter experts and content owners, who remain accountable for business accuracy. Support testing, deployment readiness, stakeholder communications, and change activities for knowledge and AI-enabled solutions. Please review the attached job description for further details on the role. What makes you the ideal candidate for this role? An ideal candidate has the following qualities: Essential: Experience working with knowledge management platforms, customer support systems, content management systems, or similar digital technologies. Experience designing or maintaining knowledge structures, metadata, taxonomies, content standards, and governance processes. Strong analytical skills with the ability to use search, usage, and performance data to identify knowledge gaps and drive improvements. Experience working with subject matter experts, business stakeholders, and technical teams to deliver knowledge, self-service, or technology-enabled solutions. Understanding of how knowledge content supports self-service, search, and AI-enabled customer support experiences, and how content quality affects customer and colleague outcomes. Desirable: Experience supporting AI, self-service, digital transformation, or customer experience initiatives. Familiarity with knowledge analytics, search optimisation, AI testing, prompt evaluation, or content quality assurance. Experience supporting change management, user adoption, communications, or deployment activities for new technologies. This role requires excellent written and verbal communication skills. As part of the selection process, you will complete an English test to assess your ability in the English language, plus a practical task prior to interview which will be sent via email so, check your inbox/spam for this. Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us. Only applications received through the system will be reviewed on a rolling basis. The vacancy may close once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible. Please ensure to upload correct and updated details and documents as these cannot be changed once submitted. Learn more about our hiring process by going through our Candidate Application Guide. #LI-Hybrid #PursuingPotential #CambridgeManila

and competencies, ensuring that your compensation aligns with the unique value you bring to