- 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 modern 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 - Strong 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 robust 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

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