Customer Operations Specialist

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

**ABOUT US**

Whether you're a merchant accepting payments, a bank issuing cards or a developer embedding payment technology, if it has anything to do with commerce, we're **_Already on it_** That's why 5m+ customers and 7k+ software partners around the world rely on Global Payments to handle more than 73b transactions every year.

Through local expertise and global scale, at **Global Payments we**deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, Sentral, Pigeonhole Software and Storman.

These brands are anchored by Global Payments, a Fortune 500 brand and commerce leader powering millions of companies around the world, from ambitious startups to enterprise giants.

We make a positive impact on our customers and communities through our values of **Passion, Care, Accountability, Excellence and Ingenuity**.

Underpinning our values is our commitment to Diversity, Equity and Inclusion, woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action - **Reconciliation and Gender Equity**.

**Storman** is a leading provider of self storage management software. Established over 30 years ago in New Zealand and now servicing customers across the globe - Storman offers powerful cloud based tools to streamline operations, manage customers, and process payments-delivering an all-in-one solution that drives efficiency and business growth. Storman helps storage businesses run smarter every day by reducing admin and allowing Storage facility operators to manage their facilities anywhere, anytime - on any device.

**ABOUT THE ROLE**

Are you passionate about turning complex ideas into simple, engaging, and useful content? We're looking for a Customer Operations Specialist (Knowledge Management) to own and elevate our customer-facing knowledge resources. From step-by-step articles to explainer videos and walkthroughs, your work will play a critical role in helping our customers, prospects, and internal teams understand and love our product.

Join a collaborative, cross-functional team where your content will have real impact—and where your ideas and initiative will be truly valued.

**What You'll Be Doing**:

- Craft clear, helpful, and well-structured knowledge base articles, quick-start guides, and tutorials;
- Design visual content such as annotated screenshots and walkthroughs to showcase product features;
- Create short, engaging tutorial videos to make learning quick and easy;
- Work closely with Product, Customer Success, and Marketing teams to stay ahead of customer needs and product changes;
- Organise knowledge content so it's easy to find, understand, and aligned with the customer journey;
- Proactively identify content gaps and ensure our resources stay current and comprehensive;
- Monitor feedback and usage metrics to continuously improve knowledge assets;
- Ensure all content follows brand voice, tone, and accessibility standards.

**SALARY**
- The salary range for this role is $80, 000 per annum plus super
- Please note this is a 6 month fixed term contract

**ABOUT YOU**

We're looking for a teammate who will stand by our values:

- Passion; Care; Accountability; Excellence; and Ingenuity and bring them to life. A brand ambassador who collaborates, partners and stands with us.

**What you'll bring**:

- Exceptional writing and editing skills for both technical and non-technical audiences;
- Experience creating customer help content for SaaS platforms (e.g., how-to articles, product release notes, quick-start guides);
- Familiarity with tools like Loom, Freshdesk, HubSpot, Notion, Confluence, or similar for video, screen capture, and content management;
- Ability to simplify complex product concepts into clear, helpful content across multiple formats;
- Detail-oriented with strong organisational and project management skills;
- Collaborative approach with a natural ability to work cross-functionally across Product, Support, and Marketing.

**OUR BENEFITS**

**Join a leading global technology brand that offers benefits you'll actually value, including**:

- Flexible work arrangements that support your unique need;
- 18 weeks paid parental leave for either parent as well as two weeks paid secondary carer's leave;
- Women in Digital membership, granting you access to a host of member industry events and resources;
- Additional birthday, community giving, wel