🛠 Tech Stack

💼 About This Role

You'll lead global knowledge strategy for a Customer Support organization, owning Salesforce Knowledge and AI-driven tools like FinAiDA. Your work will directly improve customer outcomes and operational efficiency by ensuring AI-ready content. This role uniquely blends content strategy with AI enablement across all support channels.

🎯 What You'll Do

• Lead global knowledge base management strategy and governance.
• Own end-to-end content lifecycle from intake to retirement.
• Partner with Conversation Design teams for AI-optimized content.
• Use analytics to measure search success and deflection outcomes.

📋 Requirements

• 5+ years experience in SaaS knowledge management.
• Expertise with Salesforce Knowledge and taxonomy/IA practices.
• Experience preparing knowledge for AI-driven support (LLMs, FinAI).
• Strong analytical skills with Power BI or similar tools.

✨ Nice to Have

• KCS certification or similar frameworks.
• Experience with SEO, web analytics, and AI-ready content best practices.
• Knowledge of Intercom FinAI or similar AI support tools.

🎁 Benefits & Perks

• 🏖️ Remote-first work from anywhere in the UK.
• 💰 Competitive salary with equity packages.
• 📚 Learning budget for professional development.
• 🏥 Comprehensive health insurance.
• 🎉 Team retreats and social events.

📨 Hiring Process

Submit application, followed by interviews with hiring manager and cross-functional partners.