Frontline Enablement Senior Associate - Knowledge Management - Remote

Overview

We are seeking a Knowledge Management Specialist to lead the knowledge management and continuous improvement of enablement programs that empower frontline teams with the skills, tools, and insights they need to succeed.

In Short

• Manage scalable knowledge assets related to enablement programs.
• Create and maintain a structured knowledge base.
• Implement knowledge frameworks for onboarding and learning.
• Support delivery of enablement programs.
• Administer knowledge platforms with content governance.
• Track and analyze usage metrics for content effectiveness.
• Facilitate feedback loops with frontline staff.
• Collaborate with various departments for alignment.
• Optimize delivery formats for learning styles.
• Act as a bridge between teams to ensure knowledge relevance.

Requirements

• 5+ years of experience in knowledge management or related roles.
• Strong writing and instructional design skills.
• Experience with knowledge tools like Confluence and Zendesk.
• Familiarity with sales, support, and customer success functions.
• Background in SaaS or tech environments preferred.
• Knowledge of soft skills development frameworks is a plus.
• Certification in Knowledge-Centered Service (KCS) is a plus.

Benefits

• Flexible working hours.
• Wellness allowance for mental and physical wellbeing.
• Access to professional mental health support.
• Learning and development opportunities.
• Remote work from abroad policy.
• Support with office and IT equipment.
• Employee-led resource groups.
• Optional health care and life insurance.
• Additional day for community service when volunteering.