Knowledge Program Specialist

What You'll Be Doing

• Own the customer-facing knowledge base, including content creation, maintenance, quality, and freshness.
• Build and maintain the taxonomy, information architecture, metadata, and search practices that make content discoverable for people and AI systems.
• Run a governed content lifecycle—from intake and review through publishing, refresh, and retirement—with clear content ownership and approval workflows.
• Review undeflected AI queries, AI interactions, zero-result searches, tickets, and Voice of Customer insights to identify content and experience gaps before they become support trends.
• Recommend and coach AI-support improvements; determine whether each gap requires a new or updated article, an AI-response improvement, or escalation to Product, Engineering, training, or another partner.
• Partner with Customer Support, Voice of Customer, Marketing, Product, and Engineering to keep content accurate, prepare knowledge for releases, and share article-level gap and deflection insights.
• Perform biannual comprehensive knowledge-base audits and complete ongoing audit updates.
• Create clear instructional articles and short-form videos for existing and upcoming features; peer-review team content for accuracy and brand alignment.

What Makes You The Hero For This Job

• 3–5 years of relevant experience in SaaS knowledge management, support content, technical writing, support operations, or a closely related field.
• Demonstrated ability to turn complex product, billing, troubleshooting, or workflow information into clear, customer-centered self-service content.
• Experience maintaining a knowledge base or content-management system and working with AI-supported customer experiences.
• Strong analytical judgment: able to use traffic, search, ticket, and AI-interaction signals to prioritize improvements and assess their impact.
• Strong written communication, editorial judgment, organization, and cross-functional collaboration skills.
• Experience with knowledge-base, ticketing, AI-support, and analytics tools.