We are seeking a Knowledge Operations Lead to take ownership of our knowledge systems across internal and customer-facing channels. This role will be responsible for building and maintaining high-quality support content, enabling AI-powered support deflection, and configuring the systems that make that knowledge actionable at scale.
This position requires a strategic thinker who is also hands-on. You will shape our content strategy, manage knowledge tooling like Salesforce Service Cloud and Confluence, and work closely with Support, Customer Success, Product, and RevOps to ensure that knowledge is a force multiplier across the organization.
The ideal candidate is motivated by outcomes, not ownership charts. Success will be achieved through improvements in deflection, resolution time, and knowledge reuse as well as demonstrated adoption and effectiveness of internal and customer-facing knowledge resources.