Knowledge Manager - Americas - Remote

Overview

The Knowledge Manager will define the strategic vision for documentation and self-service programs, creating customer-facing technical content while improving existing documentation.

In Short

• Lead the documentation strategy and execution for customer-facing content.
• Improve the existing documentation program and manage the Help Center.
• Work cross-functionally with Support, Product, and Marketing teams.
• Ensure clarity and accessibility of content for diverse user needs.
• Design self-service support workflows for customers.
• Maintain a structured and searchable internal knowledge base.
• Advocate for knowledge sharing and best practices across the company.
• Drive content prioritization using analytics and feedback.
• Champion process enhancements for content management.
• Collaborate with stakeholders to align documentation with product changes.

Requirements

• 4+ years in technical writing and documentation management, preferably in B2B SaaS.
• Experience maintaining a knowledge base and using feedback to drive content priorities.
• Ability to build governance and content lifecycle workflows.
• Proven track record of cross-functional collaboration with various teams.
• Skills in identifying bottlenecks and implementing process improvements.

Benefits

• Emphasis on high-quality work and avoiding quick hacks.
• Opportunity to sell a product that excites customers.
• Competitive compensation.
• 10-year exercise window for stock options.
• Unlimited PTO with recommended four weeks per year.
• Twelve weeks of fully paid family leave in the US.
• Generous budget for equipment and software.
• $100/month education budget with additional coverage for conferences.