About Bark

Bark is revolutionising the way people find professionals in over 1,000 unique categories. As the UK's largest and fastest-growing services marketplace, we're on a mission to make finding the right professional quick and easy. With a presence in eleven countries and plans for further expansion, joining us at this genuinely exciting time will be a journey like no other.

Our cutting-edge technology ensures that you can always find the best professional for any job. With a talented team of over 250 dedicated individuals, we're committed to providing exceptional service and ensuring that our customers are satisfied every step of the way. This is an exciting time to join our scaling business, we recently placed in the Sunday Times Best Places to Work 2024.

As a profitable scale-up, Bark is in a unique position to offer the best of both worlds: the excitement and agility of a start-up combined with the financial security and backing of a renowned private equity firm, EMK Capital. You'll have ownership, agility, responsibility and stimulation without any of the worry.

About Bark India

Bark India is the largest operation of Bark outside the UK, with more than 50 staff members. Bark India started operations in December 2022 and currently manages Marketing and Sales functions for India, South Africa and Singapore. In addition, there is also customer support team that provides support to India and Global operations.

About the Role

As a Knowledge Specialist at Bark, you will play a critical role in empowering both our customers and our customer-facing teams with clear, accurate, and up-to-date information. Sitting within the Customer Experience (CX) function, this role owns our internal and external knowledge ecosystems, ensuring agents have the proper guidance at the right time and customers can self-serve effortlessly.

You will partner closely with Training, Quality, CX Operations, and teams across the business (such as Product, Marketing, and Engineering) to maintain, improve, and evolve the content that powers our customer experience team. This includes internal documentation, self-service knowledge bases, macros, standard operating procedures, and AI-powered support tools.

Key Responsibilities

Internal Knowledge & Content Ownership

● Documentation Management: Own and maintain all internal knowledge and documentation, including SOPs, agent workflows, and process guidance.

● Knowledge Base Optimisation: Manage and continuously improve the internal knowledge base to ensure content is accurate, well-structured, and easy to navigate.

● Agent Communications: Prepare agent briefings on new features, product releases, policies, and cross-functional updates to keep all CX teams aligned.

● Quality Alignment: Collaborate with the Training Lead and Quality Analysts to ensure content reflects the latest information, standards, and processes.

External Knowledge & Customer-Facing Content

● Helpcenter Ownership: Own the Helpcenter, including FAQs and how-to articles, ensuring content is customer-friendly, accessible, up-to-date, and aligned with our brand voice.

● Response Optimisation: Maintain and optimise macros, canned responses, and support templates used by the CX team.

● AI Support: Collaborate with CX Ops to deliver the appropriate content for AI agents and automations, ensuring accurate and efficient customer resolution.

Cross-Functional Collaboration & Continuous Improvement

● Reporting & Updates: Support the creation of content for monthly CX updates and All-Hands meetings to clearly communicate key insights and information.

● Feedback Loops: Partner with CX Ops to deliver actionable feedback to product and engineering teams regarding customer friction or content gaps.

● Trend Analysis: Regularly review contact reasons to identify trends, propose improvements, and reduce customer effort.

● Efficiency Initiatives: Drive initiatives that enhance efficiency, quality, and customer satisfaction through better content management.

Required Skills and Experience

● 3+ years of experience in a content or knowledge role within the contact centre or CX industry.

● Exceptional written communication skills with strong spelling, grammar, and attention to detail.

● Proven ability to create straightforward, structured content for both internal and external audiences.

● Strong organisational and documentation skills, with comfort managing multiple sources of truth and version control.

● Experience working with knowledge management systems (e.g., Zendesk) and Google Suite (including Google Sites).

● The ability to translate complex information into simple, actionable guidance.

● Ability to collaborate across departments and influence without authority.

● A deep understanding of customer experience operations, workflows, and standard support channels.

● A proactive mindset, a high level of accountability, and a passion for enabling others through great content.

Work Environment

● Hybrid working, with in-office at least 3 days a week

● UK Shift, aligned with core UK working hours.

Perks and Benefits

• Flexible working policy with India office located in CBD Bangalore

• Insurances - Family Floater Mediclaim, Employee Personal Accident and Employee Term Life

• Personal annual L&D Budgets to spend on your development

• Enhanced Cult.fit membership for all employees with access to mental health courses and fitness classes

• Fully stocked snacks in pantry, Quarterly All-site Socials

• Being at the forefront of an industry with new and exciting problems to solve

Diversity Statement

At Bark, we are a platform for people, revolutionising the way professionals and individuals connect since 2014. Our culture is defined by excitement, ambition, and a commitment to raising the bar. We value diversity, equity, inclusion, and belonging (DEIB) and are dedicated to embedding these principles into everything we do. We are committed to fostering an inclusive environment where everyone can thrive, and our focus is on hiring, retaining and developing a globally diverse workforce that is passionate about excelling our platform and supporting our customers succeed. Be part of our dynamic team, where bold ideas thrive, and create a future worth shouting about.