Knowledge Strategist Team Lead – Governance

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead the Governance division within the Knowledge Strategy team.

• Establish and uphold content standards to ensure readability and facilitate AI retrieval.

• Take ownership of the team's auditing function and drive significant internal projects.

• Oversee routine audits of the knowledge base, identifying gaps and inconsistencies.

• Directly supervise a small team of Knowledge Strategists, providing mentorship and coaching.

• Collaborate with cross-functional teams to influence standards and tooling decisions.

• Champion the adoption of AI-driven tools to improve content quality and governance efficiency.

⛳️ Requirements

• A minimum of 4 years of experience in knowledge strategy within a high-volume customer support environment.

• Demonstrated ability to identify, articulate, and resolve end-to-end operational inefficiencies.

• Strong understanding of contact center and CRM systems (e.g., Salesforce, Genesys).

• Proficiency in interpreting and leveraging CX metrics (e.g., AHT, FCR) as well as content metrics.

• Outstanding written and verbal communication skills.

• Experience utilizing AI/automation tools to optimize workflows and produce high-quality content.

• Proven ability to lead, mentor, and develop individual contributors.

🏝️ Benefits

• Highly competitive compensation and benefits package.

• New hire equity grant.

• Annual refresh grants.