We are seeking a highly motivated and experienced Knowledge Base Owner to lead global knowledge strategy within our Customer Support organization. This role ensures our Salesforce Knowledge Base, AI-driven tools (Fin, AiDA), and help-site ecosystem deliver accurate, trusted, and AI-ready content that improves customer outcomes and operational efficiency. This role owns knowledge not just as content, but as a customer experience and AI enablement system across all support channels.
What you'll be doing:
Lead global customer support knowledge base (KB) management strategy, governance, and content standards. Expand strategy to influence all knowledge channels including help center, macros, internal enablement, and in-product guidance Own the end-to-end content lifecycle: intake, authoring, review, publishing, and retirement. Define standards for multimedia assets such as screenshots, GIFs, and videos. Use customer and teammate feedback, search data, and AI signals to continuously improve automated and proactive support experiences. Partner with Conversation Design and Systems teams to ensure knowledge is structured for conversational AI journeys in Fin. Ensure taxonomy, metadata, and search tuning support high-quality retrieval and deflection. Partner with Support, Product, Education, and Regional Leaders to align knowledge with product changes and customer needs. Use analytics (such as Power BI) to measure search success, article performance, and deflection outcomes. Ensure content accuracy, permissions, visibility rules, and reduce stale/broken/duplicate content.
What you'll bring:
5+ years experience in SaaS knowledge management or related roles. Expertise with Salesforce Knowledge and enterprise taxonomy/IA practices. Experience preparing knowledge for AI-driven support (LLMs, FinAI). Strong analytical skills with experience using Power BI or similar tools. Ability to influence cross-functional stakeholders and drive governance adherence. Strong empathy for customer needs and the ability to translate behavioural insights into knowledge improvements. Excellent communication, content strategy, and editorial skills. Experience applying SEO, web analytics, and AI-ready content best practices. KCS certification or similar frameworks preferred.
Technical Stack you'll be working with:
SaaS Support Platform (Salesforce Service Cloud) AI Support Tools (Intercom FinAI) BI Tools (Power BI, Tableau) Automation Tools (workflow automation, triggers, macros) Atlassian Cloud (Jira/Confluence) Integrations/APIs where relevant