Knowledge Systems Manager

Job Summary

Owning the knowledge management practice for Customer Success Operations, the full-time remote Knowledge Systems Manager will establish governance standards, enhance knowledge coverage for support cases, and design the knowledge structure necessary for AI-assisted search and retrieval.

Key Responsibilities:

• Own the knowledge management roadmap and governance structure for Customer Success Operations
• Achieve and sustain knowledge coverage across support case types and sequence content development based on demand signals
• Structure the knowledge corpus for AI-assisted search and retrieval, including taxonomy and content standards

Required Qualifications:

• 5+ years in knowledge management or content strategy, with at least 3 years in customer support operations
• Demonstrated ownership of a knowledge program, including governance design and measurable outcomes
• Working command of Knowledge-Centered Service (KCS) or similar methodologies
• Experience with CRM and ticketing platforms like Salesforce, Jira, or Zendesk
• Proven experience in preparing content for AI-assisted retrieval and familiarity with related tooling