Knowledge Specialist (Content Writer / Instructional Designer)
před 4 dny


Can you help us change the world?

Yes, you read that correctly. It sounds grand, but we’ve got big ideas at Mews. We’re transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.

We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us.

Sound good so far? If you’re a Knowledge Specialist, keep reading and tumble down the Mews rabbit hole...

About the role

First things first : you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role especially at a rapidly growing company like Mews but if we had to distil it down to a job description (which we do, because this is a job description), it would be this :

We’re looking for a Knowledge Specialist who will be responsible for promoting and utilising our company's knowledge assets.

They will work both internally through the company and externally with the company's key stakeholders and clients. They serve as champions to promote the concept that knowledge is everyone’s responsibility, and through each other we will learn and grow.

We have 2 opportunities available where we are looking for the following expertise :

  • Content Writer : An individual with excellent copywriting skills with proven experience and an established portfolio of content.
  • Someone who can make complex topics engaging and easy to understand.

  • Instructional Design : An individual with proven experience in visual content creation and training design who can confidently create and narrate content for our e-learning division.
  • Your mission, should you choose to accept it :

  • Develop Knowledge Management materials by completing thorough research, analyzing educational resources and assessing the needs of Mews.
  • Collaborate with stakeholders and leverage Customer Support ticketing data to identify trends where increased and / or modified Knowledge Management documentation is required.
  • Maintain schedule of planned Knowledge Management and related document releases, gather and research graphics and imagery for multi-dimensional messaging.
  • Build knowledge demands insight dashboard to enable improved self-service and case resolution by automatically identifying knowledge gaps and assigning gaps to subject matter expert for resolution.
  • Develop a process for in-context knowledge creation by empowering customer support and employees to capture knowledge articles in context during work processes and incident management.
  • Develop a knowledge management feedback loop to continuously improve organisational knowledge to act and incorporate customer and internal user feedback.
  • Support knowledge management community to ensure continuous knowledge harvesting through crowdsource knowledge gathering, converting conversations into structured knowledge articles from an active and engaged community.
  • Promote KCS Knowledge Centered Service as a knowledge standard approach at Mews
  • Requirements

    You’ll be a great fit if you bring a few of the below with you :

  • Explanatory writing skills a knowledge specialist must be able to convey complicated ideas to non-expert readers with clarity and a minimum of obscure jargon.
  • Information gathering whether they’re reading existing articles, interviewing subject matter specialists, or analyzing processes, KM specialists conduct extensive research to prepare for their writing / video tasks.
  • The ability to absorb complex information and compile good working notes is important for this role.

  • Videos and articles a knowledge specialist may employ a variety of graphics (eg. screenshots), and other visual aids to help communicate technical concepts.
  • Editing knowledge specialists work together by reviewing and editing each other’s work to improve its clarity and consistency.
  • Prioritization according to business needs - ability to lead the discovery, conduct the research; clearly define business needs and evaluate the prioritization
  • Technical experience- Experience within a SaaS environment and a strong technical understanding is preferred but not mandatory.
  • Approach

  • Share what you have learned, created, and proved
  • Innovate to be more creative, inventive, and imaginative
  • Reuse what others have already learned, created, and proved
  • Collaborate with others to take advantage of what they know
  • Learn by doing, from others, and from existing information
  • If knowledge is an asset, it must be managed just the same as a financial asset, our knowledge manager must be able to recognize :

  • What does the organization know?
  • What the organization doesn't know
  • Who needs to know what?
  • Who knows what (and where they are, inside or outside the organization)?
  • Does our organization systematically learn from outside?
  • Do we create knowledge here?
  • Is the newly created knowledge replicated to the necessary places?
  • Do we measure and assign a value to knowledge assets?
  • Is our working environment knowledge friendly?
  • Benefits

    What’s in it for you?

    Did you know that Mews was voted the Best Place to Work in Hotel Tech in 2021? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks.

    As well as awesome colleagues and stimulating work, you'll get :

  • Company shares
  • Unlimited holiday (no, this is not a typo)
  • Health and wellness plans
  • Flexible Benefits via Ben Platform
  • Remote / flexible working ️
  • Regular team events, socials and a legendary annual company gathering, Mews Con (the only con that’s actually a pro)
  • Who is Mews?

    We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. We were founded in 2012 by a team of former hoteliers, and since then we’ve been transforming hospitality for both hotel staff and guests.

    Essentially, Mews is a powerful software platform that acts as a central nervous system for hotels, hostels, apartments and more.

    We use smart tech and automation to make day-to-day operations easier for hoteliers, so they can focus on the thing that really matters : providing remarkable guest experiences.

    More than 2,000 properties across 60+ countries are powered by Mews, with more joining every week. Bookings, payments, operations, guest management everything a hotel needs to operate can be done through our solution.

    We work with some amazing hotels, including Sage Hospitality Group, Machefert Group, The Student Hotel, and Tsogo Sun Hotels.

    Life at Mews

    That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky.

    You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person.

    Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.

    Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. Every month we have a Wellness Wednesday, a day off that you can use to boost your health, whether that’s a long lie-in, a trip to the gym, or anything in between.

    We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.

    Oh, and we love our pets. To get more of an idea what life at Mews is like (and to see dozens of cute cats, dogs, and hamsters), check out our .

    We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.


    We truly believe that great technology can make the entire human experience better.


    We’re tough. The workload might be heavy, but with one foot in front of the other, we can handle an intensity workout.


    We’re innately curious. We read, we discover, we ask questions, we challenge assumptions, and we’re obsessed with the word why’.


    We’re an open book. We share our work and experiences with one another, as well as our community.


    You can’t take risks if you’re afraid to fail. We all make mistakes. The key is to learn, get feedback and improve.

    Everyone is welcome at Mews

    This part is straightforward. We’re an equal opportunity employer and truly value diversity within our company. We never have and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or anything else for that matter.

    Think this could be the beginning of a beautiful friendship? If you’d like to know more about us and what we do, check out .

    Otherwise, spruce up your CV and apply. We can’t wait to hear from you.

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