Knowledge Manager

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Take ownership of developing and continuously enhancing the support knowledge base within Zendesk.

• Manage the complete lifecycle of knowledge content, which includes creation, review, publication, maintenance, and retirement.

• Integrate Knowledge-Centred Service principles throughout the support organization.

• Mentor agents and team leads to capture, reuse, and enhance knowledge in their daily operations.

• Collaborate with AI and Tooling teams to structure, tag, and optimize the knowledge base for AI-driven functionalities.

• Promote self-service and deflection by enhancing the discoverability, quality, and customer readiness of help center content.

• Establish and track knowledge KPIs such as article usage, deflection rates, content health, and accuracy of AI responses.

• Provide performance reports and insights to the Senior Operations Lead and the broader leadership team.

• Work alongside Product, Operations, Support Engineering, and Regional Support Leaders.

• Ensure content quality and compliance with brand, accuracy, accessibility, regulatory, and data protection standards.

• Utilize feedback from agents, customers, and AI performance data to refine content and address knowledge gaps.

• Assist in the enablement and training of both new and existing agents.

• Carry out other duties as assigned periodically.

⛳️ Requirements

• Demonstrated experience in a knowledge management position within a customer or employee support environment, preferably on a large scale across multiple regions or product lines.

• Practical experience in optimizing a knowledge base within Zendesk Guide or similar platforms such as Salesforce Knowledge, Intercom, or ServiceNow.

• Strong comprehension and application of Knowledge-Centred Service (KCS) methodology, ideally with KCS certification or its equivalent.

• Proven experience in structuring and optimizing content to enhance AI-driven tools such as Zendesk AI agents, generative search, chatbots, or intelligent triage.

• A history of driving measurable improvements in self-service, deflection rates, CSAT, and first contact resolution through knowledge initiatives.

• Experience in establishing governance frameworks, content lifecycle processes, and quality standards across a global knowledge base.

• Background in managing translations and localization of content.

• Strong experience in cross-functional collaboration with Product, Operations, Support Engineering, and AI/Tooling teams.

• Experience in defining and reporting knowledge KPIs to senior stakeholders.

• Excellent written communication and editorial skills, with the capability to convert technical or complex subjects into simple, accessible language.

• Experience in coaching and enabling support teams to effectively contribute to and utilize the knowledge base.

• Familiarity with AI, automation, and emerging support technologies.

• Comfort in a fast-paced, transformation-driven environment, balancing strategic thinking with hands-on execution.

• Proficient in Microsoft Office tools, including Excel (data analysis, pivot tables), Word, PowerPoint, Outlook, and Teams.

• Must reside in the UK or Ireland.

• Benifex is unable to provide visa sponsorship.

🏝️ Benefits

• Flexible working arrangements – select a setup that suits you best.

• 25 days of holiday in addition to your local bank holidays.

• A day off for your birthday.

• Two half-day wellbeing days.

• Healthcare cash plan to assist with everyday healthcare expenses.

• 24/7, 365 support through an Employee Assistance Plan.

• Income Protection (75%) and life assurance (4x salary).

• Pension scheme.

• A £50 monthly allowance to spend on whatever you choose via a Benifex card.