Create, maintain, and continuously improve knowledge assets throughout their lifecycleEnsure knowledge assets remain accurate, discoverable, version controlled, and aligned with knowledge management and AI readiness standardsDevelop knowledge base articles, SOPs, workflows, playbooks, and enablement contentApply technical writing, information architecture, taxonomy, metadata, and content standards for human and AI usePartner with Product, AI, Data, Customer Success, and subject matter experts to translate product releases, process updates, and operational changes into trusted knowledgeUse QA findings, Voice of Customer insights, search analytics, frontline feedback, and AI performance signals to identify gaps and improve contentCreate and maintain onboarding resources, reference materials, and performance support contentSupport AI-powered workflows and validate knowledge quality for conversational and agentic AI, agent assist, search, self-service, and other AI-enabled experiencesReport to the Senior Manager, Enablement & Knowledge SystemsRequirementsExperience in knowledge management, technical writing, enablement, or a related field within a SaaS or customer-facing organizationTrack record of creating and maintaining high quality knowledge content using platforms such as Confluence, Guru, Notion, or HelpjuiceKnowledge 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 Document360Familiarity with HTML and CSS for custom formattingBasic Markdown highly preferredHands-on experience with Git-based documentation workflows and Docs as Code approaches using GitHubStrong technical writing, information architecture,



and content design skillsExperience with taxonomy, metadata, tags, and content standardsTechnical curiosity and aptitude, including comfort with platform settings and API documentationAbility to create clean, annotated screenshots or GIFsGeneral knowledge of coding, software design, servers, databases, networks, cloud, certificates, and middlewareExperience owning the end-to-end documentation creation processStrong time-management skills and ability to provide clear status updatesExperience preparing knowledge for AI-enabled experiences, including conversational and agentic AI, agent assist, LLM-based search, self-service, or other AI-powered knowledge systemsStrong editorial judgment and continuous improvement mindsetExcellent collaboration skills across Product, AI, Data, Customer Success, and subject matter expertsStrong organization and prioritization skillsDemonstrates 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 keywordsKnowledge ManagementTechnical WritingContent DesignAI-Enabled Knowledge SystemsSaaS ExperienceHard SkillsKnowledge-Centered Service (KCS)HTMLCSSMarkdownGit-Based Documentation WorkflowsTaxonomyMetadataContent StandardsAPI DocumentationDocumentation Creation ProcessSoft SkillsTime ManagementCollaborationOrganizationPrioritizationEditorial JudgmentIndustry KeywordsSaaSCustomer-Facing OrganizationKnowledge AssetsOnboarding ResourcesPerformance Support ContentTools & TechnologiesConfluenceGuruNotionHelpjuiceZendesk GuideIntercomHelp ScoutDocument360GitHubAI-Powered Workflows

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