Knowledge Base Owner
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
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 youll 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 youll 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 youll 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
About Company
Accounting, audit, analytics and compliance software built by seasoned accountants. Manage your audit and financial reporting more efficiently with less risk.
