CX Knowledge Quality & Performance Specialist

About the role

The Customer Experience team at Logitech is committed to putting customers first in our journey as a multi-category, multi-brand company. We strive to exceed expectations, accelerate continuous improvement, and deliver outstanding self-service experiences through a LEAN approach and relentless customer advocacy. Join us to be part of a dynamic, collaborative environment where your work enables both customer and business success. As a CX Knowledge Quality & Performance Specialist, you will serve as the key quality gatekeeper for both new and existing knowledge base content. You will ensure each article is accurate, consistent, user-focused, and optimized for maximum impact. Working cross-functionally and leveraging both content and analytics best practices, you will raise the standard for self-help resources-driving content quality, supporting its ongoing performance, and ultimately making it easier for customers to help themselves. Your Contribution Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the key behaviors for success at Logitech. Content Quality Assurance Conduct in-depth reviews of new and existing knowledge base articles to ensure clarity, accuracy, and alignment with brand tone and guidelines. Establish editorial standards and checklists, apply them for content review, proactively identifying inconsistencies or outdated information. Partner with Product Managers, CX Product Deployment team, subject matter experts, and support agents to obtain missing details or clarifications. Perform scheduled and ad-hoc audits of key content areas, reporting on quality trends and improvement opportunities. Content Performance Enhancement Collaborate with the analytics team to interpret data on article usage, feedback, and contact deflection. Use findings to recommend and implement improvements to article structure, length, language, and discoverability. Support ongoing SEO efforts by ensuring proper use of keywords, metadata, and linking strategies within content. Assess article performance post-optimization, tracking improvements in customer engagement, search visibility, and issue resolution rates. Knowledge Governance & Continuous Improvement Maintain and improve content lifecycle governance processes-archival, updates, version control, and stakeholder notifications. Help enforce workflows for content creation, review, publication, and retirement, ensuring compliance with internal standards. Collect and analyze feedback from customers and internal teams; use those insights to directly enhance content quality and performance. Promote best practices and serve as a champion for quality standards within the broader CX Knowledge team. Cross-Functional & Change Management Support Work closely with Support, Product, and IT teams to ensure content accurately reflects latest product features, policies, and customer pain points. Assist in managing communications for major content updates, migrations, or knowledge base changes. Participate in projects to streamline customer journeys and optimize knowledge base structure and navigation. Tool & Process Optimization Utilize content management and analytics tools (e.g., Zendesk Guide, Google Analytics) to manage, measure, and improve content processes. Stay updated on platform developments and recommend enhancements to editorial or analytical workflows. Key Qualifications Experience: Minimum 2 years in content quality assurance, technical writing, content optimization, or knowledge management-preferably in a customer support setting. Analytical Ability: Skilled at interpreting customer usage data and content performance metrics to make data-driven improvements. Content & SEO Knowledge: Solid understanding of editorial standards, search engine optimization (SEO), and CMS best practices. Communication: Exceptional written and verbal communication skills, able to give and receive constructive feedback. Collaboration: Effective at working with cross-functional and distributed teams; strong relationship-builder. Proactivity: Highly organized, detail-oriented, and persistent in driving content improvements. Customer Focus: Deep empathy for self-service users and a passion for removing friction from customer journeys. Experienced AI user, comfortable with adopting and navigating new technologies. Preferred A certification or experience with KCS (Knowledge-Centered Service) is desirable, but not mandatory. Education Bachelor's degree in Communications, Technical Writing, Information Science, Business, Marketing, or equivalent experience. Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that mo