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 contemporary 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 GitHub

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 explicit 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

GitHub

AI-Powered Workflows

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