Tech Stack

Description

You will lead a team of content professionals to capture, curate, and codify information for Customer Support, working cross-functionally to improve knowledge quality and accessibility. This role is remote-eligible within the US and Canada.

Requirements

• 10+ years experience in content and knowledge management or related fields
• 4+ years leading content creators, strategists, writers, or editors
• Understanding of emerging digital and KM trends; thought leadership capability
• Familiarity with CMS (e.g., ContentStack), operational tools (e.g., Airtable, Asana), and AI solutions
• Familiarity with Taxonomy and Information Architecture
• Experience with customer service or operations in matrix global organizations desirable
• Agile certification/experience is a plus

Responsibilities

• Collaborate with peer managers on content strategy, tooling, information architecture, and AI enablement
• Partner cross-functionally to inform roadmaps and catalyze continuous improvement
• Coach, mentor, and grow a high-performing team: set goals, deliver feedback, develop skills, build succession plans
• Articulate the key role knowledge plays on support teams' success
• Oversee processes ensuring content accuracy, accessibility, and effectiveness
• Act as DRI for content-related urgencies: triage, align stakeholders, coordinate rapid guidance, run retros