Zendesk Knowledge Program Manager, Customer Support

About Our Client:The organization operates in the media measurement and audience engagement industry. It addresses the challenge of understanding how audiences consume content across various platforms by providing insights that drive client decisions. With a global workforce and a longstanding presence in the media sector, the organization supports clients by capturing and analyzing audience engagement data to inform media strategies. About the Opportunity:The ZENDESK KNOWLEDGE PROGRAM MANAGER, CUSTOMER SUPPORT leads the knowledge management program within Customer Support to ensure customers access accurate and relevant help content. This role is responsible for the quality, governance, and effectiveness of support knowledge across both customer-facing and internal channels. It drives the adoption and continuous improvement of knowledge-centered support practices and partners with product management to enhance the self-service experience. Responsibilities:Own the customer-facing knowledge program, setting strategy, governance, and content priorities.Ensure availability of content that enables customers to resolve issues independently.Establish and enforce content quality and publishing standards.Define and track metrics for content effectiveness and self-service success.Collaborate with the Help Center Product Manager on content and user experience.Develop and mature KCS workflows, governance, and operating practices.Coach support teams through training, workshops, and ongoing guidance.Maintain accurate and user-friendly internal support knowledge and SOPs.Monitor KCS adoption and program health, leading continuous improvements.Serve as the organization's KCS expert and advocate. Requirements:KCS certification (e.g., KCS v6 Practices or Trainer).Proven experience implementing or leading KCS programs in customer support.Deep knowledge of KCS principles, workflows, and governance.Strong customer focus and editorial skills for quality content assessment.Experience with content governance and lifecycle management.Ability to measure knowledge effectiveness and self-service outcomes.Skills in coaching, training, communication, and change management.Familiarity with knowledge-management, CRM, and support platforms like Zendesk and Salesforce.Strong analytical abilities to convert data into improvements.3 to 5 years of relevant experience in knowledge management or related fields. Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Benefits & Perks:Comprehensive health and wellness plans.401(k) with company match.Generous paid time off policy. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.