Lead Customer Experience Knowledge Management

Job Summary

A company is looking for a Lead, CX Knowledge Management to oversee and enhance their knowledge systems for the Customer Experience organization.

Key Responsibilities

• Own and optimize the CX knowledge ecosystem, including Salesforce Knowledge and the Salesforce Help Center
• Write, edit, and maintain high-quality knowledge content, ensuring clarity, accuracy, and consistency
• Collaborate with cross-functional teams to translate complex processes into user-friendly documentation and support knowledge updates

Required Qualifications

• 5+ years of experience in knowledge management, content strategy, or technical writing in a technology company
• Proven ability to collaborate with CX, Product, Engineering, and other teams
• Familiarity with support platforms or help center systems, preferably Salesforce Service Cloud
• Data-driven mindset for improving content and self-service effectiveness
• Interest in AI-enabled support experiences and structured knowledge for automation