Knowledge Base Manager - Remote

Overview

Aircall is seeking an experienced Knowledge Base Manager to oversee the self-service content strategy for their Help Center, ensuring customers have access to accurate and user-friendly help content.

In Short

• Write and refresh Knowledge Base articles.
• Collaborate with cross-functional teams to align content with product releases and support priorities.
• Identify and address content gaps and outdated information.
• Ensure localized content is accurate and brand-aligned.
• Continuously improve content production processes and standards.
• Drive efficiency in content operations using AI tools.
• Monitor Knowledge Base performance and optimize content based on metrics.
• Optimize the architecture of the Knowledge Base for better navigation and discoverability.

Requirements

• 3–5 years of experience in content or knowledge management.
• Proven experience in managing customer-facing Knowledge Bases.
• Proficiency in AI tools for content creation.
• Exceptional writing and editing skills.
• Strong collaboration skills across teams.
• Analytical skills for content optimization.
• Organized and proactive with a sense of accountability.

Benefits

• Opportunity to work with a global team.
• Engagement in a fast-paced, collaborative environment.
• Access to professional development resources.
• Flexible working conditions.