Were looking for an experienced Knowledge Base Manager to manage and evolve our knowledge base as a core part of the customer experience. This is a working manager role: youll support and execute on the knowledge base strategy while also contributing directly to writing and maintenance.
Youll partner closely with the Director of Product Writing, Product Writing peers, Product Management, Support, Enablement, and Customer Success to turn complex product capabilities into clear, usable knowledge. Youll help translate strategy into scalable workflows and high-quality content, using modern, AI-enabled processes to improve speed, consistency, and impact.
As a Knowledge Base Manager, you will:
Manage the day-to-day execution of our knowledge base, including content quality, structure, discoverability, and maintenance.
Support and operationalize the knowledge base strategy set by the Director of Product Writing.
Lead and mentor a team of knowledge base writers, while contributing directly to high-impact and complex content areas.
Write, update, and maintain knowledge base content yourself, especially for priority features, workflows, and cross-product topics.
Implement and maintain content standards, information architecture, and governance to ensure consistency and scalability.
Establish efficient, AI-enabled workflows for drafting, updating, auditing, and keeping content aligned with the product.
Partner with Product Writing and Product Management to support launches and ongoing product changes.
Collaborate with Support and Customer Success to identify gaps, improve self-service, and reduce friction for customers.
Use data, search insights, and feedback to prioritize work and continuously improve the knowledge base.
Advocate for the knowledge base as a reliable, high-quality source of truth for customers and internal teams.
Requirements: You should apply if you have:
6+ years of experience in technical writing, knowledge management, or content operations, with direct responsibility for a knowledge base.
Experience mentoring or managing writers, with a hands-on, execution-focused approach.
Strong understanding of information architecture, content design, and findability.
Comfort operating as a working manager-balancing execution, collaboration, and people leadership.
Experience working cross-functionally with Product, Support, and Customer-facing teams in a SaaS environment.
Fluency with modern content workflows, including the use of AI to scale writing, maintenance, and insight without sacrificing quality.
Data-informed decision-making and strong editorial judgment.
Excellent written and verbal communication skills in English.
This position is open to all candidates.