Position: Knowledge Base & Customer Support Quality Control Manager Location: Bogotá, Colombia (on-site) Schedule: Monday to Friday, 8:00 a.m. to 5:00 p.m. Salary: To be discussed Contract Type: Employment contract English Level: Advanced (required) About The Role We are seeking a detail-oriented and experienced professional to lead the quality and development of vLex’s customer-facing knowledge base. This role is essential for improving the clarity, structure, and usefulness of our support content, while establishing communication standards for customer-facing teams. Key Responsibilities Lead continuous improvement of the internal and external knowledge base Audit, update, and maintain support documentation aligned with product changes Design and implement a scalable quality assurance framework for support content Identify and close documentation gaps based on ticket trends and user feedback Collaborate with Support, Product, and Customer Success teams to define content priorities Develop editorial guidelines and templates aligned with our brand tone Monitor usage metrics and encourage adoption of content across internal teams Profile Requirements 2–4 years of experience in support content, technical documentation, legal editing, or knowledge management Educational background in Law, Communications, Linguistics, Systems Engineering, or related fields Native Spanish and advanced English skills (especially in writing and editing) Experience with help center platforms such as Zendesk Guide, Notion, Confluence, Intercom Articles, or GitBook Exceptional attention to detail, analytical thinking, and structured content creation Strong coordination skills with cross-functional teams in fast-paced environments Preferred Skills Understanding of customer service metrics and user experience principles Experience in SaaS environments and multilingual support operations #J-18808-Ljbffr