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.
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