Knowledge Systems Manager

Job Summary

To enhance the knowledge management practice for Customer Success Operations, the full-time remote Knowledge Systems Manager will establish governance standards, close knowledge coverage gaps, and design the knowledge framework for AI-assisted search and retrieval.

Key Responsibilities:

• Own the knowledge management roadmap and operating model, including governance structure and content quality standards
• Achieve and sustain knowledge coverage across support case types by sequencing content development based on demand signals
• Structure the knowledge corpus for AI-assisted search and retrieval, including taxonomy and metadata requirements

Required Qualifications:

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