📌 Core Information
🔹 Job Title: Junior Content & Knowledge Manager (m/w/d)
🔹 Company: ABOUT YOU SE & Co. KG
🔹 Location: Hamburg, Hamburg, Germany
🔹 Job Type: On-site
🔹 Category: Customer Service & Support
🔹 Date Posted: Thu Apr 03 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site
📌 Essential Job Details
🚀 Job Overview
As a Junior Content & Knowledge Manager, you'll support colleagues, agents, and customers by ensuring relevant information is readily available. This role involves planning, creating, and managing digital content, as well as optimizing processes and workflows.
- Planning and creating digital content for various platforms
- Managing and updating knowledge bases and FAQs
- Collaborating with internal teams to optimize processes and workflows
- Analyzing data and monitoring usage to inform content strategy
- Providing support during peak times and collaborating with international teams
ASSUMPTION: This role requires strong organizational skills, attention to detail, and the ability to work independently. It also involves some multitasking and prioritization, as you'll be supporting multiple teams and platforms.
📋 Key Responsibilities
✅ Planning, conceiving, and presenting digital content for agents, colleagues, and customers
✅ Documenting workflows in German and English
✅ Managing content on various platforms (e.g., FAQs, Knowledge Base, Confluence, Jira)
✅ Selecting, preparing, and integrating chatbot inputs
✅ Collecting and analyzing data from stakeholders and target groups (e.g., usage analysis, monitoring)
✅ Collaborating with internal teams to optimize processes and workflows
✅ Supporting the quality team in quality assurance
✅ Providing support in ticket processing during peak times
✅ Regularly exchanging information with international external service centers
ASSUMPTION: This role may require occasional overtime during peak periods, and some flexibility in working hours to accommodate international team members.
🎯 Required Qualifications
Education: Completed vocational training or equivalent education
Experience: Several years of experience in customer consulting or service, with a focus on process and content management
Required Skills:
- Excellent German and English language skills (written and spoken)
- Strong knowledge of customer service processes
- Familiarity with content management systems and chatbot platforms
- Proven ability to work independently and in a team
- Strong analytical and problem-solving skills
Preferred Skills:
- Experience with Jira, Confluence, or similar project management tools
- Knowledge of data analysis tools (e.g., Google Analytics)
- Fluency in additional languages
ASSUMPTION: While not explicitly stated, experience with customer service software and CRM systems would be beneficial for this role.
💰 Compensation & Benefits
Salary Range: €35,000 - €45,000 per year (based on experience and industry standards for junior content management roles in Hamburg)
Benefits:
- Flexible working hours
- 40% discount in the ABOUT YOU online shop
- Free bio-food and drinks
- Free language courses (German and English)
- Free or discounted sports activities (football, volleyball, yoga)
- Mobilty allowance
- Free choice of hardware and operating system (Mac or Windows) for both professional and private use
- Modern office near the Hamburg City Hall
- Agile working environment with cross-functional teams
- Pet-friendly workplace
Working Hours: Full-time (40 hours per week), with some flexibility during peak periods
ASSUMPTION: The salary range is estimated based on industry standards for junior content management roles in Hamburg, taking into account the company's size and the required qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: E-commerce and fashion retail
Company Size: Medium (1,001-5,000 employees), offering a dynamic and collaborative work environment
Founded: 2014, with a strong focus on innovation and growth
Company Description:
- ABOUT YOU is one of Europe's largest online fashion retailers, offering a personalized shopping experience on the smartphone
- The company operates a multi-award-winning app and online store, featuring over 600,000 items from around 3,800 brands
- ABOUT YOU's business-to-business activities are largely operated by SCAYLE GmbH, offering a modern, cloud-based enterprise shop system
Company Specialties:
- E-commerce and online fashion retail
- Technology and cloud-based enterprise shop systems
- Operations, retail, and marketing
- Social media and influencer marketing
Company Website: corporate.aboutyou.de
ASSUMPTION: ABOUT YOU's focus on innovation and growth may result in a fast-paced work environment, with opportunities for professional development and career advancement.
📊 Role Analysis
Career Level: Junior to mid-level, with opportunities for growth and advancement
Reporting Structure: This role reports directly to the Content & Knowledge Management team, with close collaboration with customer service, marketing, and IT departments
Work Arrangement: On-site, with some flexibility for remote work during peak periods
Growth Opportunities:
- Advancement to a senior content management role
- Expansion into related fields, such as marketing or customer service
- International opportunities, as ABOUT YOU operates globally
ASSUMPTION: Given the company's focus on growth and innovation, there may be opportunities for career advancement and professional development within the organization.
🌍 Location & Work Environment
Office Type: Modern, collaborative workspace with an agile working environment
Office Location(s): Domstraße 10, 20095 Hamburg, Germany
Geographic Context:
- Hamburg is the second-largest city in Germany, offering a vibrant cultural scene and a high quality of life
- The city is known for its port, which is the second-largest in Europe
- Hamburg is home to a diverse range of industries, including media, logistics, and IT
Work Schedule: Full-time, with some flexibility during peak periods
ASSUMPTION: The work environment at ABOUT YOU is likely to be dynamic and fast-paced, with a strong focus on collaboration and innovation.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- On-site interviews with the hiring manager and team members
- Final interview with the department head
Key Assessment Areas:
- Language skills (German and English)
- Knowledge of customer service processes
- Problem-solving and analytical skills
- Cultural fit and teamwork
Application Tips:
- Highlight your relevant experience in customer service and content management
- Tailor your resume and cover letter to emphasize your skills and qualifications for this role
- Provide examples of your ability to work independently and in a team
- Demonstrate your familiarity with the company and its products
ATS Keywords: Content Management, Knowledge Management, Customer Service, Workflow Optimization, Data Analysis, Documentation, Communication, Team Collaboration, Problem Solving, Bilingual Proficiency, Chatbot Experience, Process Improvement, Stakeholder Engagement, Quality Assurance, Digital Content Creation, Monitoring
ASSUMPTION: ABOUT YOU may use an Applicant Tracking System (ATS) to screen and organize applications, so including relevant keywords in your resume can help your application stand out.
🛠️ Tools & Technologies
- Content management systems (e.g., Confluence, Jira)
- Chatbot platforms (e.g., Dialogflow, ManyChat)
- Data analysis tools (e.g., Google Analytics)
- Customer service software (e.g., Zendesk, Freshdesk)
ASSUMPTION: Familiarity with these tools and technologies is not explicitly required but may be beneficial for this role.
👔 Cultural Fit Considerations
Company Values:
- Customer-centricity
- Innovation and continuous improvement
- Collaboration and teamwork
- Respect and diversity
Work Style:
- Agile and dynamic
- Data-driven and analytical
- Collaborative and team-oriented
- Innovative and creative
Self-Assessment Questions:
- How do you stay organized and manage multiple projects and priorities?
- Can you provide an example of a time when you optimized a process or workflow?
- How do you approach learning new tools and technologies?
ASSUMPTION: ABOUT YOU values candidates who are organized, proactive, and able to work independently and in a team.
⚠️ Potential Challenges
- Managing multiple projects and priorities simultaneously
- Adapting to a fast-paced and dynamic work environment
- Working with international teams and stakeholders
- Occasional overtime during peak periods
ASSUMPTION: These challenges may require strong organizational skills, adaptability, and the ability to work effectively in a team.
📈 Similar Roles Comparison
- Junior Content & Knowledge Manager vs. Junior Content Creator: The former focuses more on process optimization and data analysis, while the latter is more focused on content creation and storytelling
- Junior Content & Knowledge Manager vs. Customer Service Representative: The former requires stronger analytical and process management skills, while the latter is more focused on direct customer interaction and support
- Junior Content & Knowledge Manager vs. Business Analyst: Both roles require strong analytical skills, but the former is more focused on content management and optimization, while the latter is more focused on data analysis and process improvement
ASSUMPTION: These roles may share some similarities, but each has its unique focus and requirements.
📝 Sample Projects
- Optimizing the customer service knowledge base to improve search functionality and reduce support tickets
- Analyzing customer feedback and usage data to inform content strategy and improve customer experience
- Collaborating with the marketing team to create targeted content campaigns and promotions
ASSUMPTION: These projects are designed to showcase the candidate's ability to work collaboratively, analyze data, and optimize processes.
❓ Key Questions to Ask During Interview
- Can you describe a typical day or week in this role?
- How does this role collaborate with other departments, such as marketing and customer service?
- What opportunities are there for professional development and growth within the company?
- How does the company support work-life balance, especially during peak periods?
- Can you provide an example of a recent content or process optimization project and its outcome?
ASSUMPTION: These questions are designed to help the candidate better understand the role, the company culture, and the opportunities for growth and development.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the ABOUT YOU careers portal
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Provide examples of your ability to work independently and in a team, as well as your familiarity with content management and customer service processes
- Follow up on your application status within two weeks of submission
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
