Knowledge and Training Manager

About the role

This role is responsible for how our global support organization learns, evolves, and delivers. You’ll build scalable training programs, onboard new hires, oversee customer-facing and internal content, and ensure every agent is equipped to deliver standout service. You’ll also work cross-functionally with Product, Policy, Legal, HR and Ops to maintain alignment, compliance, and quality across all support materials.

Qualifications

• 5–8+ years in training, content strategy, knowledge management, or support enablement roles
• Strong instructional design, editorial, and UX writing skills
• Proven ability to build scalable content systems for both internal enablement and customer support
• Deep knowledge of tools such as Zendesk, Kustomer, Notion, Docebo, SharePoint, or Confluence
• Experience with AI-driven content creation, automation, and LMS/CMS platforms
• Analytical skills to measure content and training performance and inform strategy
• Excellent cross-functional communication and stakeholder management skills
• Bonus: Advanced degree in Information Management, Library Science, or related field; familiarity with change management principles