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Required CX Knowledge Base & Enablement Manager
About The Position
We help millions of entrepreneurs build their business from the ground up. World-class support delivered by humans and AI working in perfect sync is what keeps them moving. Were looking for a hands-on owner to run and continuously level-up the knowledge engine that powers every customer touchpoint.
If youre the kind of person who loves turning chaos into clarity, Build the brain behind every support interaction, shipping content at startup speed and proving the impact with hard numbers this role is for you.
What youll do:
Help Center management Keep our external Help Center up to date, while monitoring and prioritizing low-rated articles, top searches, and no result queries before it hurts our KPIs
Knowledge base A-Z for every channel Manage all resources that drive customer interactionsemail templates, chat snippets, phone scriptsfor both human agents and AI.
Road-mapping & timelines build and own a living Gantt board, set milestones, and push cross-team owners to hit them, because youre the one steering the ship.
Policy translation & compliance Turn every refund, cancellation, or new-product policy into crystal-clear customer and agent content, then audit quarterly to stay compliant.
Proactive training & enablement Spot weak signals (low CSAT themes, negative-sentiment calls, search-gap spikes) and spin up micro-learning sessions before issues snowball.
Insight & Optimization Publish monthly dashboards on article health, AI fallback, self-service deflection, and recommend backlog fixesyour data drives the roadmap.
Collaboration Partner with Product, Legal, Marketing, and Data, yet remain the single point of accountability for getting knowledge liveand keeping it alive.

Our Customer Experience (CX) team is the face and heartbeat of helping our customers succeed. Were looking for a Customer Experience Team Lead who lives and breathes CX- relentlessly proactive, data-obsessed, and wired to drive change. Youll lead a high-performing combination of in-house and outsourced team to remove friction, elevate quality, and create experiences customers rave about.
What youll do:
Lead, mentor, and inspire a team of in-house Customer Experience Specialists and manage an outsourced Support Center.
Manage team performance, ensuring they meet our quality and efficiency.
Own and optimize CX KPIs, including response time, resolution rate, CSAT, and NPS, leveraging data-driven insights to enhance the customer experience.
Be the voice of the customer, working closely with Product, Marketing, and R&D teams to improve our offerings based on real user feedback.
Develop and implement scalable support strategies, ensuring efficiency in customer interactions.
Drive automation and self-service initiatives, reducing ticket volume while improving customer satisfaction.
Manage escalations, providing expert problem-solving and guidance to the team.

Our Customer Experience (CX) team is the face and heartbeat of helping our customers succeed. Were looking for a Customer Experience Associate who lives and breathes CX youll be the point of contact for our customers across multiple channels, and the quality of every interaction you deliver will directly shape how customers feel about us.
In this role, you will:
Provide multi-channel support (tickets, chat, phone), ensuring every interaction is empathetic, professional, and solution-driven.
Become an expert in our products and proactively help customers unlock their full value.
Champion the customer voice internallysharing insights and feedback that turn into actionable changes to influence our product, training, and processes.
Identify knowledge gaps, simplify flows, and suggest improvements that elevate the overall experience.
Collaborate with teammates and cross-functional partners to drive a seamless, customer-first journey.