Knowledge & Content Management Ninja

Are you looking for a chance to join a booming company that still has a small-business feel? Cask Global Canning Solutions is a successful and growing company, and thanks to our ongoing success we’re expanding our Customer Success team.

Cask has been providing innovative and affordable canning systems to the world’s craft beverage creators since 1999. Some of these creators include craft beer, cider, wine, cold brewed coffee, kombucha and other life-enhancing beverages. Cask has installed more than 1,400 canning systems in over 62 different countries across the world, and now we are looking for a Knowledge and Content Management Ninja to revolutionize the way we organize and present knowledge and information primarily to our customers but also internally. This newly created role is responsible for promoting and utilizing Cask’s knowledge assets and creating a knowledge-sharing culture. You’ll consult with a variety of teams to assess how information will be disseminated, internally and externally, in a smooth, well-designed and systematized process.

About the Role & Who You Are

The Big Goal: Deliver an exceptional customer experience which results in happy customers who, without hesitation, will refer Cask to others.

Just like people and products, we recognize that knowledge and information is an asset. We’re saying it out loud…we need help upping our documentation and digital content game.

This role is super exciting because you will have a direct impact on both our internal and customer-facing content. We have an opportunity to set ourselves apart from the industry in how we make information accessible to our customers (and among our teams), so you’ll have an incredibly important hand in influencing our brand and overall customer experience.

From a Customer Content Perspective:

You like people and sexy, automation machinery just as much as you like after-work beers. You’ll need to view our content through a customer lens and make it easier for our customers to answer their own questions. You have a way with words and you can take complex, technical concepts and deliver them in a way that connects with customers of all skill-levels. You and customer service go together like beer and cans (wink, wink).

Your main area of focus is to help customers solve routine issues online by:

  • Creating a customer self-service strategy so that regardless of which channel they choose to find information, it's part of one continuous self-service journey.
  • Increasing self-service success and case deflection by putting search at the core of our self-service experience. This doesn't mean talking with our customers less - it means giving our customers the option to find answers in way that best serves them. Additionally, it allows our Customer Success Ninjas - and other departments - to focus on the most complex cases, while ensuring all customers feel heard and taken care of.
  • Creating content that gets our customers up and running quickly and empowers them to troubleshoot issues as they arise.
  • Recommending information based on what others have found helpful before; improve our ability to solve customer problems with automation.


From an Internal Content Perspective:

You enjoy working within an unstructured environment and bring organization to clutter and sprawl. If there’s a better way, you’ll say so…you leave things better than you found them. You get fired up helping all sorts of teams who will have competing priorities and requirements. But what you love the most is bringing life to something that may not exist today. You’re resourceful, tenacious and super organized. You don’t get flustered when lots of people need something from you. You’ll enjoy downloading all the incredible knowledge and experience our team members have, organizing it and documenting it in a way that will make it easy to share with others, especially as we continue to grow and onboard new Cask team members.

Your Day Will Require the Following of You:

  • Plan and execute a content / documentation strategy that is engaging and takes our Cask brand to the next level
  • Facilitate workshops and meetings to exchange information
  • Collaborate with all teams to create meaningful content; manage the distribution of content across all channels
  • Re-purpose and refresh content as time goes by (this isn’t a once-and-done)
  • Serve as editor-in-chief for all content to ensure quality, clarity and consistency
  • Collect, monitor and analyze knowledge-base metrics, and make improvements accordingly
  • Stay up-to-date on industry best practices and adjusts the content strategy as necessary
  • Manage multiple projects at once
  • Think on your feet and enjoy working in unfamiliar territory. Sometimes you’ll need to leverage your knowledge and authority in finding creative ways to move forward
  • Quickly learn and master a wide variety of tools, software apps and processes
  • Seek the experience and ideas of others when solving problems; you must feel comfortable making decisions with limited information


Qualifications:

  • Relevant Bachelor Degree or Diploma in Communications, Linguistics, or Industrial Design is an asset
  • 5+ years experience in a technical writing and/or content marketing role with a strong history of having created beautiful, engaging technical content (we’re not looking for the black and white manual that came with your VCR in 1989)
  • Familiarity with mechanical/pneumatic/electronic components and automated machinery
  • Familiarity with PLC and HMI operation is an asset
  • Previous experience in or adjacent to a craft-beverage environment is considered a strong asset
  • Working with packaging equipment is considered a strong asset
  • Excellent written and verbal communication skills
  • Multi-lingual ability, particularly in Spanish and French would be nice to have
  • An advanced skill level with relevant software, including CRM software (Salesforce, ZenDesk, FreshDesk or similar), MS Office (especially Outlook, Word, Excel and similar online tools), and digital creative tools (Adobe Creative Suite, Canva, Infogram, etc)


Working at Cask Global Canning Solutions

This is a full-time role with a competitive salary starting at $65,000 CAD per year (based on experience) with the potential for an annual bonus program. We also offer a comprehensive group benefits package (health, dental, etc.), a pension matching program and 3 weeks’ vacation. You’ll be joining an organization of about 70 people, which means that all your hard work is going to get noticed. Despite our incredible success and recent expansion, we still have the feel of a small family business, and you’ll see that from day one.


Want to join the Cask family? We can't wait to meet you!