Knowledge and Enablement Manager

Job Summary

Owning the help center and training strategy, the full-time remote Knowledge and Enablement Manager will develop content, build training programs, and analyze metrics to enhance customer support and agent proficiency.

Key responsibilities

• Manage the help center's content strategy and quality, ensuring effective ticket deflection and user satisfaction
• Develop and implement a comprehensive training program for frontline teams, providing consistent and engaging training materials
• Analyze customer interaction data to identify training needs and gaps in knowledge, prioritizing content creation based on impact

Required qualifications

• 3 to 5 years of experience managing a help center or customer education program in a SaaS environment
• Proven ability to create and optimize knowledge content for both external and internal audiences
• Experience designing and delivering ongoing training for support teams, beyond initial onboarding
• Strong analytical skills to assess ticket data and AI answer quality for continuous improvement
• Familiarity with building content quality systems, including style guides and QA rubrics