Knowledge Manager (12-month fixed term contract) (d/f/m)
Core
Maintain and evolve the knowledge infrastructure for the Customer Experience (CX) organization to ensure teams find accurate, current information at the right time.
Role type
Knowledge Manager (CX Enablement)
Builds
Knowledge base, SOPs, process documentation, and enablement content for Support and Professional Services teams.
Domain
SaaS / Customer Experience / Knowledge Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
knowledge management, content operations, technical writing, knowledge base platform management, content governance, taxonomy management, AI tooling familiarity, stakeholder management
Preferred skills
SaaS/technology company experience, AI-assisted knowledge tools experience
Technologies
Confluence, Zendesk Guide, Guru, Notion
Responsibilities
Own and maintain the CX knowledge base including audits and content standards; Partner with SMEs to create and govern knowledge content; Write and maintain clear knowledge articles, SOPs, and process documentation; Support embedding of knowledge tools and self-service habits; Build relationships with stakeholders to track and report on knowledge health metrics.
Seniority
Mid-level (3-5 years experience)
