Knowledge Base Team Lead

About the role

Axi, a global provider of margin and deliverable FX, CFDs and financial spread betting, is looking for a Knowledge Base Team Lead in Limassol. You will lead the development, quality and performance of Axi's knowledge base so that clients and Customer Service teams find accurate answers quickly and consistently. The role combines content expertise, analytics and people leadership, and strengthens the chatbot and self-service experience while supporting human agents and AI-powered tools.

Key responsibilities

• Own knowledge base management and governance: oversee content creation, taxonomy, metadata, quality assurance, review cycles and governance so articles and SOPs stay accurate and consistent.
• Improve chatbot deflection: drive performance toward an internal 95% query-deflection target by optimising knowledge content and self-service resolution.
• Analyse chatbot conversations, search failures, retrieval issues and escalation patterns to find root causes and prioritise fixes.
• Use analytics (article performance, resolution rates, repeat contacts, escalations, customer satisfaction) to guide the knowledge improvement roadmap.
• Maintain high content standards across chatbot, self-service and agent-facing channels.
• Lead and develop the team: set expectations, coach members, monitor quality and productivity and manage competing priorities.
• Work with Customer Service, Operations and technical stakeholders to close knowledge gaps and align content with evolving products and processes.
• Challenge ineffective processes and implement practical solutions, plus undertake other duties and projects as assigned.

Required profile

• 1-2+ years of experience leading a knowledge base, content operations or self-service function, with accountability for content quality and team performance.
• Experience managing content creation, taxonomy, metadata, QA, governance and structured review cycles.
• Ability to analyse chatbot interactions and knowledge performance, and to distinguish missing content, poor article quality, tagging issues, search relevance problems and retrieval failures.
• Experience using search analytics, escalation rates, repeat-contact data and customer feedback to prioritise improvements.
• Team leadership, stakeholder management and the ability to work 07:00am to 16:00 Cyprus time (1-hour break included).

Required skills

• Familiarity with Zendesk, Salesforce Knowledge, ServiceNow or Confluence; experience with DevRev is a strong advantage.
• Exposure to conversational AI, knowledge retrieval, LLM-powered self-service or knowledge automation is advantageous.

What we offer

• Competitive total rewards package.
• Learning opportunities, including professional certifications and continuous development.
• 21 days of annual leave and public holidays as declared by the local government.
• Comprehensive health insurance coverage.

The selection process includes a Talent Acquisition interview, a 60-minute take-home test, a Hiring Manager interview and a final interview. Only candidates with the right documents to work in Cyprus are considered.