Create, maintain, and continuously improve knowledge assets throughout their lifecycle

- Ensure knowledge assets remain accurate, discoverable, version controlled, and aligned with knowledge management and AI readiness standards
- Develop knowledge base articles, SOPs, workflows, playbooks, and enablement content
- Apply technical writing, information architecture, taxonomy, metadata, and content standards for human and AI use
- Partner with Product, AI, Data, Customer Success, and subject matter experts to translate product releases, process updates, and operational changes into trusted knowledge
- Use QA findings, Voice of Customer insights, search analytics, frontline feedback, and AI performance signals to identify gaps and improve content
- Create and maintain onboarding resources, reference materials, and performance support content
- Support AI-powered workflows and validate knowledge quality for conversational and agentic AI, agent assist, search, self-service, and other AI-enabled experiences
- Report to the Senior Manager, Enablement & Knowledge Systems

Requirements

- Experience in knowledge management, technical writing, enablement, or a related field within a SaaS or customer-facing organization
- Track record of creating and maintaining high quality knowledge content using platforms such as Confluence, Guru, Notion, or Helpjuice
- Knowledge of established knowledge management practices such as Knowledge-Centered Service (KCS)
- Hands-on experience administering up-to-date help desk and knowledge base software such as Zendesk Guide, Intercom, Help Scout, or Document360
- Familiarity with HTML and CSS for custom formatting
- Basic Markdown highly preferred
- Hands-on experience with Git-based documentation workflows and Docs as Code approaches using Git Hub
- Strong technical writing, information architecture, and content design skills
- Experience with taxonomy, metadata, tags,



and content standards
- Technical curiosity and aptitude, including comfort with platform settings and API documentation
- Ability to create clean, annotated screenshots or GIFs
- General knowledge of coding, software design, servers, databases, networks, cloud, certificates, and middleware
- Experience owning the end-to-end documentation creation process
- Robust time-management skills and ability to provide clear status updates
- Experience preparing knowledge for AI-enabled experiences, including conversational and agentic AI, agent assist, LLM-based search, self-service, or other AI-powered knowledge systems
- Strong editorial judgment and continuous improvement mindset
- Excellent collaboration skills across Product, AI, Data, Customer Success, and subject matter experts
- Strong organization and prioritization skills

Demonstrates expertise in knowledge management and technical writing, with a strong focus on creating and maintaining high-quality knowledge content for AI-enabled experiences. Proficient in collaborating with cross-functional teams to ensure knowledge assets are accurate, discoverable, and aligned with industry standards.

Highest-signal resume keywords

- Knowledge Management
- Technical Writing
- Content Design
- AI-Enabled Knowledge Systems
- SaaS Experience

Hard Skills

- Knowledge-Centered Service (KCS)
- HTML
- CSS
- Markdown
- Git-Based Documentation Workflows
- Taxonomy
- Metadata
- Content Standards
- API Documentation
- Documentation Creation Process

Soft Skills

- Time Management
- Collaboration
- Organization
- Prioritization
- Editorial Judgment

Industry Keywords

- SaaS
- Customer-Facing Organization
- Knowledge Assets
- Onboarding Resources
- Performance Support Content

Tools & Technologies

- Confluence
- Guru
- Notion
- Helpjuice
- Zendesk Guide
- Intercom
- Help Scout
- Document360
- Git Hub
- AI-Powered Workflows

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📌 Customer Success Enablement Specialist – Knowledge Management, AI (Vancouver)
🏢 Jobtailor
📍 Vancouver