---
title: 'Knowledge Base Team Lead at Axi'
canonical: 'https://feeny.ai/job/knowledge-base-team-lead-axi-limassol-tnywv9bmdy9v'
type: 'job'
last_seen: '2026-10-27'
---

# Knowledge Base Team Lead at Axi

- **Company:** Axi
- **Location:** Limassol, Cyprus
- **Posted:** 2026-10-26
- **Last confirmed live:** 2026-10-27
- **Apply:** https://job-boards.greenhouse.io/axicorpfinancialservicesptyltd/jobs/5274738007

## Job description

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Cyprus.

Who We Are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you'll do at Axi!

As Knowledge Base Team Leader, you'll lead the development, quality, and performance of Axi's knowledge base, helping clients and Customer Service teams find accurate answers quickly and consistently. You'll combine content expertise, analytics, and people leadership to understand why knowledge isn't working as expected and turn those insights into measurable improvements.

You'll play an important role in strengthening our chatbot and self-service experience, improving knowledge governance, and ensuring our content supports both human agents and AI-powered tools.

## Your EDGE Assignment / You Will

- Own knowledge base management and governance: Oversee content creation, taxonomy, metadata, quality assurance, review cycles, and governance to keep articles and SOPs accurate, consistent, and up to date.
- Improve chatbot deflection: Drive performance towards Axi's internal 95% query-deflection target by optimising knowledge content and identifying opportunities to improve self-service resolution.
- Investigate deflection failures: Analyse chatbot conversations, search failures, retrieval issues, and escalation patterns to identify root causes and prioritise corrective actions.
- Use analytics to drive improvements: Monitor article performance, resolution rates, repeat contacts, escalations, and customer satisfaction signals to guide the knowledge improvement roadmap.
- Maintain high content standards: Ensure information is clear, complete, easy to find, and consistent across chatbot, self-service, and agent-facing channels.
- Lead and develop the team: Establish performance expectations, coach team members, monitor quality and productivity, and manage competing priorities effectively.
- Collaborate across teams: Work closely with Customer Service, Operations, and technical stakeholders to identify recurring issues, close knowledge gaps, and keep content aligned with evolving products and processes.
- Drive continuous improvement: Challenge ineffective processes, identify opportunities to improve knowledge management, and implement practical solutions that deliver measurable results.
- Undertake additional duties and projects as reasonably assigned to support evolving business and operational requirements.

Are You the One?

We're looking for someone who combines strong knowledge management expertise with analytical thinking, a hands-on approach, and the ability to lead a team, ability to work 07:00am to 16:00 Cyprus time (1 hour break included).

You'll ideally bring:

- Knowledge management leadership: 1–2+ years of experience leading a knowledge base, content operations, or self-service function, with direct accountability for content quality and team performance.
- Knowledge lifecycle expertise: Practical experience managing content creation, taxonomy, metadata, quality assurance, governance, and structured review cycles.
- Chatbot and self-service optimisation: Experience analysing chatbot interactions and knowledge performance to identify gaps and improve resolution.
- Root-cause analysis: The ability to distinguish between missing content, poor article quality, tagging issues, search relevance problems, and chatbot retrieval failures.
- Data-driven decision-making: Experience using search analytics, escalation rates, repeat-contact data, and customer feedback to prioritise improvements and measure impact.
- Knowledge management platforms: Familiarity with tools such as Zendesk, Salesforce Knowledge, ServiceNow, or Confluence. Experience with DevRev is a strong advantage.
- AI and automation awareness: Exposure to conversational AI, knowledge retrieval, LLM-powered self-service, or knowledge automation is advantageous.
- Team leadership and performance management: The ability to set clear standards, coach team members, manage workloads, and improve performance through regular, evidence-based feedback.
- Stakeholder management: Confidence collaborating with technical teams, subject matter experts, and Customer Service stakeholders, including constructively challenging existing approaches when the evidence supports a change.
- Prioritisation and ownership: A structured, proactive approach to managing competing demands and turning insights into practical improvements.

Axi's Bag of Delights

- Competitive total rewards package.
- Extensive learning opportunities, including professional certifications and continuous development.
- 21 days of annual leave per year.
- Public holidays as declared by the local government.
- Comprehensive health insurance coverage.

Axi's Interview Journey

Our selection process includes:

- Talent Acquisition Interview – 60 minutes
- Take-Home Test – 60 minutes
- Hiring Manager Interview – 60 minutes
- Final Interview – 60 minutes

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment of any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritize creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.

## About Axi

## Company Overview
- **One-liner**: Axi is a global online broker offering forex, CFDs, and multi-asset trading platforms for retail and institutional clients in over 100 countries.
- **Entity Type**: Private (privately held)
- **Headquarters**: North Sydney, New South Wales, Australia
- **Founded**: 2007
- **Founders**: Not publicly available (started as a two-person startup in Sydney)

## Core Business
- **Primary industry**: Financial Services – online trading and brokerage (forex, CFDs, indices, commodities, shares)
- **Target customers**: B2C (retail traders) and B2B (trading businesses, banks, financial organisations); serves clients in 100+ countries
- **Mission or purpose statement**: Axi is built on four principles – Evolution is everything, Great people doing great things, Doing the right thing, and Entrepreneurial spirit – giving clients and employees “the EDGE to succeed.” [careers page](https://www.axi.group/en-ae/company/careers)

## Products & Services
- **MetaTrader 4 (MT4) Platform**: Industry-standard trading platform with raw spreads, high liquidity, flexible leverage up to 1000:1, and lightning-fast execution. [axi.com](https://www.axi.com/int)
- **Multi-Asset Trading**: 1000+ products including forex, shares, indices, commodities, and CFDs.
- **Educational & Support Suite**: Free trading education, expert coaching, self-service portal, and award-winning 24/7 multilingual customer support.
- **Institutional Services**: Dedicated offerings for banks, financial organisations, and trading businesses.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Headcount of ~400 employees as of 2026, with +21.9% year-over-year growth. [LinkedIn](https://au.linkedin.com/company/axicorp)
- **Notable Investors/Partners**: No external investors disclosed; regulated by multiple authorities: ASIC (Australia), FCA (UK), DFSA (Dubai), FMA (New Zealand), and CySEC (Cyprus). [help.axi.com](https://help.axi.com/en-US/axiv2--axicorp-prod/article/7zJjUXoW-is-axi-licensed-or-authorized-or-regulated)
- **Growth Signals**: Expanded to 5 offices across Australia and UK; made acquisitions (One Financial Markets in 2018, Star Financial Systems in 2020); growing engineering team with roles in AI/ML, data, and crypto products.

## Competitive Advantages
- **Multi-Regulated & Trusted**: Licensed in major financial hubs (UK, Australia, Dubai, NZ) – a key trust signal for traders.
- **Established Track Record**: Operating since 2007 with “Great” reviews on Trustpilot and multiple industry awards.
- **Low-Cost Execution**: Ultra-competitive spreads (0.7 average), high leverage (1000:1), and deep liquidity.
- **Global Reach**: Presence in 36 countries, support in multiple languages, and a workforce spanning Australia, UK, India, Philippines, Cyprus, Malaysia, and more.

## Strategic Focus
- **Product Expansion**: Building out crypto and trading product lines, payments, and partner ecosystems (evidenced by job postings for Product Managers – Growth, Payments, Partners). [Greenhouse jobs](http://job-boards.greenhouse.io/axicorpfinancialservicesptyltd)
- **Technology Investment**: Hiring in AI/ML, site reliability, DevOps, and data engineering – modern tech stack includes Kubernetes, Terraform, Azure, Python, Scala, Kafka, and GraphQL.
- **Talent Growth**: Active hiring despite slight dip in monthly postings (-23.8%); focus on engineering, marketing, and client success in APAC and EMEA.

## Why Work Here
- **Culture & Values**: Emphasizes Accountability, Respect, Trust, Ambition, and Selflessness – a collaborative, globally diverse team. [careers page](https://www.axi.group/en-ae/company/careers)
- **Employee Rating**: 4.1/5.0 on LinkedIn (82 reviews), with high marks for Culture (3.9) and Career development (3.9). [LinkedIn](https://au.linkedin.com/company/axicorp)
- **Work Arrangements**: Hybrid roles in Bangalore (Technical Business Analyst), remote options (Philippines), and on-site in Cyprus, London, Dubai, Kuala Lumpur, and Singapore.
- **Tech & Engineering**: Modern tools (Kubernetes, Azure, Terraform, AI platforms), flat-ish structure with strong engineering leadership, and opportunities to shape trading infrastructure.

## Sources
1. [Greenhouse Jobs – Axi](http://job-boards.greenhouse.io/axicorpfinancialservicesptyltd)
2. [Axi Website – Global Broker](https://www.axi.com/int)
3. [Axi LinkedIn Company Page](https://au.linkedin.com/company/axicorp)
4. [Axi Careers – UAE Site](https://www.axi.group/en-ae/company/careers)
5. [Axi Help – Regulatory Information](https://help.axi.com/en-US/axiv2--axicorp-prod/article/7zJjUXoW-is-axi-licensed-or-authorized-or-regulated)

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- [Head of Retail Relationships](https://feeny.ai/job/head-of-retail-relationships-axi-limassol-hh7d70y675yb) — Limassol, Cyprus
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