Knowledge Program Specialist

About the role

The Knowledge Program Specialist at JobNimbus is responsible for owning the full knowledge loop across the Customer Experience organization. This role ensures the knowledge base is accurate, useful, and aligned with AI infrastructure, identifying gaps and providing necessary content, coaching, or escalations.

Responsibilities

• 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.
• 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.
• Drafted assumption: People Operations/hiring leadership should name the specific platforms once selected.
• Experience with information architecture, taxonomy, metadata, search optimization, content governance, or AI-ready content practices.

Superpowers

• Ownership: You own the outcomes, drive initiatives, and solve problems proactively.
• Customer Obsessed: Everything we build should leave our customers saying, "Aw dip. This product is off the charts cool. Whoever wrote that code deserves a raise!"
• Proactive Learning: You stay ahead of the curve, continuously learning and implementing cutting-edge technologies.
• Team Commitment: You build, mentor, and lead a high-performance engineering team that delivers results together.
• Self Awareness: You know your strengths, weaknesses, and how to surround yourself with the right talent to succeed.

Objective Success criteria

• Stand up the AI-forward content cycle.
• Establish a weekly review of undeflected Zoom queries and other AI/support signals; identify gaps and execute a documented closure plan.
• Complete prior-quarter audit updates.
• Finalize all updates identified in the prior knowledge-base audit and document opportunities to use AI to streamline future audits.
• Publish and run the AI Agent Coaching Playbook.
• Document the gap-to-fix decision process—content fix, AI-response coaching, or escalation—and complete the first monthly coaching cycle with Support leadership.

Mentor

Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography, celebrating birthdays, the Red Sox, and recruiting.