Manager, Knowledge & Enablement, Global Support

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

📋 Description

• Lead the Knowledge & Enablement function for Global Support, encompassing internal knowledge resources, external documentation, self-service pathways, and content for agent enablement.

• Define the strategy, approach, priorities, and metrics for the function's success.

• Develop and communicate a content and enablement roadmap guided by customer needs, support analytics, product launches, and business objectives.

• Take responsibility for the effectiveness of self-service options, knowledge utilization, agent efficiency, and overall support outcomes.

• Establish quality standards, editorial guidelines, benchmarks, and measurable success criteria for support-related content.

• Directly oversee and mentor a Content Strategist.

• Translate strategic priorities into actionable assignments and deliverables.

• Foster a collaborative, high-performance team culture.

• Create and sustain documentation for both internal support agents and external customers.

• Perform content gap analysis utilizing support tickets, AI chat interactions, search behaviors, NPS feedback, and customer insights.

• Manage and enhance the public Knowledge Base.

• Incorporate AI writing and content tools into daily workflows.

• Assess and implement AI-driven solutions for content generation, gap analysis, search optimization, and lifecycle management.

• Set boundaries for AI-assisted content creation.

• Develop and maintain scalable documentation taxonomies.

• Define frameworks for content freshness, review cycles, stale dating, and ownership models.

• Create streamlined governance processes to ensure editorial consistency.

• Collaborate with Product, Engineering, Support, and customer-facing teams.

• Engage in feedback and testing loops for support tools, chatbots, and ticket deflection systems.

• Represent the Knowledge & Enablement function in leadership discussions by utilizing data and customer insights.

⛳️ Requirements

• Over 8 years of experience in technical writing, content strategy, knowledge management, or documentation operations.

• At least 2 years in a leadership role or as a senior individual contributor managing a function or program from start to finish.

• Demonstrated experience in a SaaS or technical support setting.

• Practical experience with AI tools for content creation, editing, organization, or lifecycle management; consistent daily use and measurable outcomes.

• Proven track record of establishing or significantly enhancing a knowledge or enablement program.

• Experience in defining strategy, creating taxonomies, establishing governance, and achieving measurable outcomes linked to business metrics.

• Experience in managing or mentoring writers or content contributors.

• Strong analytical abilities to utilize support data for prioritizing tasks, measuring impact, and reporting function-level outcomes.

• Exceptional communication and collaboration skills.

• Capability to work with subject matter experts, translate technical input into customer-friendly guidance, and present strategies and results to senior leadership.

• Experience with documentation platforms, static site generators, Markdown, Git, or similar tools is a plus.

• Familiarity with support enablement programs, onboarding content, or internal training documentation is advantageous.

• Experience in content localization or managing documentation for various product lines is a plus.

• Background in developing or optimizing AI-driven self-service support experiences is an advantage.

🏝️ Benefits

• Stock options available for all full-time employees.

• Comprehensive health and dental benefits package.

• Wellness spending account.

• GRSP matching program.

• Flexible paid time off.

• Paid parental leave program.

• Remote working subsidies.

• Continuous feedback from leadership.

• Thorough and informative onboarding experience.

• Career development programs.

• Flexible work-from-home arrangements.