About us:
Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We're committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.
Since 2013, we've helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards.
Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We're available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.
The role in a nutshell:
We're looking for a strategic and hands-on Knowledge Manager to design and optimise our self-service experiences across our AI Agent (Toshi) and Help Centre, both internal and external.This is a unique hybrid role combining content strategy, data, and conversational design to deliver intelligent, effective, and personalised self-service experiences at scale.
You'll sit at the intersection of Automated Customer Experience, Product, and Engineering, using customer insight, technical fluency, and editorial precision to shape seamless, branded experiences across chat, email, and web channels.
You'll report to Michelle, the Vice President Operations. Meet her here.
Your mission will be:
AI Conversational Experiences
- You'll own the strategy and evolution of Toshi, our AI agent, working hand-in-hand with the Chatbot Specialist team to:
- Design and maintain all conversational flows—translating workflows into intuitive, on-brand chatbot experiences.
- Perform end-to-end testing of bot experiences across all support surfaces.
- Analyse key performance data (e.g. resolution rate, drop-off, and escalation rate) to continuously improve conversational flows.
- Identify high-volume user journeys and automate them to reduce customer effort and contact rates.
- Develop and maintain documentation, frameworks, and best practices for all AI Agent experiences.
Help Centre & Internal Knowledge Management
- You'll manage the Customer Success Content Lead, who oversees two content teams - one focused on the external Help Centre and the other on the internal knowledge base. Together, you will:
- Own the structure, content, and ongoing evolution of both the external Help Centre and internal knowledge base.
- Ensure that internal content, including macros (canned responses) and Customer Success policies are consistently reviewed, updated, and aligned with evolving workflows.
- Ensure external content is discoverable, accurate, and effectively reduces support contact rate.
- Optimise navigation and information architecture to support ease of use and efficient self-service.
- Maintain content quality to ensure it meets requirements for training LLMs and other AI tools.
- Collaborate with Customer Success and Product teams to ensure content captures product and policy changes accurately.
Data & Performance Monitoring
- Track and analyse KPIs including CSAT, containment rate, article satisfaction, macro usage, and escalation rate.
- Report on insights and flag anomalies to inform future improvements.
Cross-functional Collaboration
- Partner with CX leads, support agents, product managers, designers, security, legal, and data teams.
- Translate complex workflows and policies into clear, helpful support content for both customers and internal teams.
- Stay ahead of best practices and innovations in conversational AI, NLP, and customer support automation.
A little about you:
- 5+ years of experience in customer support, content design, knowledge management, or internal communications.
- Strong grasp of conversational design, UX writing, and internal knowledge practices.
- Excellent writing and editing skills - you simplify complexity with ease.
- Proficient with tools like Zendesk, Ada, and basic HTML/CSS.
- Comfortable working cross-functionally with technical and non-technical stakeholders.
- Analytical mindset with a proactive, problem-solving attitude.
- Curious about crypto and passionate about empowering customers and teams through smart support tools.
Life at Luno:
- Remote but reachable work policy gives you the freedom to choose between working from home or the office.
- Plus the option to buy and sell up to 5 days leave
- Improve body and mind, with excellent private medical insurance
- Access to Learnably and our additional learning platforms for your personal and professional development
- 6 months primary care-giver leave.
- Paw-ternity leave for your furry friend.
- Annual Inspiration Day in addition to your annual leave which increases based on your length of service!
- A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts
- Free lunch and snacks
- 0 fees up to a certain amount with Luno from the day you start.*
- Offer only available on Luno Instant Buy, not Luno Exchange
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.