Knowledge Base Team Lead

<p><strong></strong></p> <p><strong>Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Cyprus.</strong></p> <p><strong>Who We Are.</strong></p> <p>Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.</p> <p><strong>Let's talk about the cool stuff you'll do at Axi!</strong></p> <p>As Knowledge Base Team Leader, you'll lead the development, quality, and performance of Axi's knowledge base, helping clients and Customer Service teams find accurate answers quickly and consistently. You'll combine content expertise, analytics, and people leadership to understand why knowledge isn't working as expected and turn those insights into measurable improvements.</p> <p>You'll play an important role in strengthening our chatbot and self-service experience, improving knowledge governance, and ensuring our content supports both human agents and AI-powered tools.</p> <p><strong>Your EDGE Assignment / You Will</strong></p> <ul> <li><strong>Own knowledge base management and governance:</strong> Oversee content creation, taxonomy, metadata, quality assurance, review cycles, and governance to keep articles and SOPs accurate, consistent, and up to date.</li> <li><strong>Improve chatbot deflection:</strong> Drive performance towards Axi's internal 95% query-deflection target by optimising knowledge content and identifying opportunities to improve self-service resolution.</li> <li><strong>Investigate deflection failures:</strong> Analyse chatbot conversations, search failures, retrieval issues, and escalation patterns to identify root causes and prioritise corrective actions.</li> <li><strong>Use analytics to drive improvements:</strong> Monitor article performance, resolution rates, repeat contacts, escalations, and customer satisfaction signals to guide the knowledge improvement roadmap.</li> <li><strong>Maintain high content standards:</strong> Ensure information is clear, complete, easy to find, and consistent across chatbot, self-service, and agent-facing channels.</li> <li><strong>Lead and develop the team:</strong> Establish performance expectations, coach team members, monitor quality and productivity, and manage competing priorities effectively.</li> <li>&