Support Knowledge Manager

Responsibilities

• Own and continuously improve Support’s knowledge management program, including structure, standards, ownership, review cadence, and performance reporting.
• Assess internal articles, help center content, macros, scripts, process and policy documentation, and product guides.
• Define content health measures and reporting for coverage, consistency, freshness, utilization, performance, verification status, content age, publishing time, and search coverage.
• Establish content standards, review processes, ownership models, approval paths, and update timelines.
• Improve knowledge-base information architecture, including taxonomy, labeling, metadata, templates, and content relationships.
• Rewrite complex information into clear, practical guidance for support specialists, AI systems, and other audiences.
• Build feedback loops with Support Operations, Analytics, Quality, Product, Marketing/Brand, Engineering, vendors, and other content owners.
• Launch repeatable documentation processes for product launches, product changes, policy updates, and operational changes.
• Optimize content tools and AI-supported workflows to improve AI-supported resolutions, specialist productivity, handle time, and CSAT.
• Support content localization and scalable knowledge practices for new markets.

Requirements

• 3+ years of experience owning or managing knowledge, content, or documentation, ideally in support operations, customer service, or a similar customer-facing function.
• Experience using content health and support data to prioritize work and measure success.
• Experience managing content for multiple audiences and formats, including support guidance, help center articles, process or policy documentation, and product guides.
• Hands-on experience administering a knowledge base or content repository.
• Experience with a platform such as Zendesk Guide, Salesforce Knowledge, Intercom, Confluence, Guru, or comparable tools.
• Bachelor’s degree in Communications, Technical Writing, Information Science, Business, or a related field, or equivalent practical experience.

Nice-to-haves

• Experience using AI tools for drafting, localization, updating, or reviewing content.
• Experience supporting a technical SaaS, consumer technology, or other complex product.
• Familiarity with customer-support AI tools, virtual agents, search, and AI-assisted knowledge workflows.
• Familiarity with Knowledge-Centered Service (KCS) or a similar methodology.
• Experience partnering with Quality Assurance, Product, Engineering, and vendors to optimize content for AI retrieval.
• Experience in healthcare, digital health, or another regulated environment.

Compensation and Benefits

• Annual salary: $112,000–$168,000.
• Medical, dental, and vision coverage.
• Gender-affirming care, family and fertility planning support, and travel reimbursements for unavailable healthcare.
• Traditional or Roth 401(k) options with a 2% company match.
• Learning and development stipend.
• Employee stock purchase plan (ESPP).