Knowledge Base & Customer Support Quality Control Manager Get AI-powered advice on this job and more exclusive features. 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 Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Quality Assurance Industries Legal Services Referrals increase your chances of interviewing at vLex España by 2x Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 3 weeks ago Madrid, Cundinamarca, Colombia 1 month ago Bogota, D.C., Capital District, Colombia 7 months ago Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 6 days ago Bogota, D.C., Capital District, Colombia 2 months ago Quality Assurance Automation Engineer Specialist Bogota, D.C., Capital District, Colombia 1 week ago Salesforce Quality Assurance Engineer - Colombia Bogota, D.C., Capital District, Colombia 1 day ago Software Quality Assurance Engineer (BOG) Bogota, D.C., Capital District, Colombia 1 month ago Talent Pool Project Management, Construction Projects Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 1 week ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr