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- Tasks: Lead global knowledge strategy and manage content for customer support.
- Company: Join a forward-thinking tech company focused on customer experience.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and impact.
- Why this job: Shape the future of customer support with innovative AI-driven tools.
- Qualifications: 5+ years in SaaS knowledge management and strong analytical skills required.
The predicted salary is between 60000 - 80000 £ per year.
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
Knowledge Base Owner in Maidstone employer: Caseware
Contact Detail:
Caseware Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Knowledge Base Owner in Maidstone
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your knowledge management projects. This is a great way to demonstrate your expertise and make a lasting impression on potential employers.
✨Tip Number 3
Prepare for interviews by researching the company and its products. Understand their customer support strategy and think about how you can contribute to their knowledge base. Tailor your answers to show you’re the perfect fit!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Knowledge Base Owner in Maidstone
Some tips for your application 🫡
Show Your Passion for Knowledge Management: When writing your application, let your enthusiasm for knowledge management shine through! We want to see how your experience aligns with our mission to improve customer outcomes and operational efficiency. Share specific examples of how you've led knowledge strategies in the past.
Tailor Your Content Strategy Experience: Make sure to highlight your expertise in content lifecycle management. We’re looking for someone who can own the end-to-end process, so detail your experience with authoring, reviewing, and publishing content. Don’t forget to mention any multimedia assets you’ve worked with!
Demonstrate Your Analytical Skills: We love data-driven decision-making! In your application, showcase your analytical skills and experience with tools like Power BI. Explain how you've used analytics to measure success and improve knowledge management strategies in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Caseware
✨Know Your Knowledge Base
Familiarise yourself with the Salesforce Knowledge Base and AI-driven tools like Fin and AiDA. Understand how these systems work and be ready to discuss how you would enhance their effectiveness in improving customer outcomes.
✨Showcase Your Analytical Skills
Be prepared to talk about your experience with analytics tools like Power BI. Share specific examples of how you've used data to measure content performance and improve knowledge management strategies in previous roles.
✨Demonstrate Cross-Functional Collaboration
Highlight your ability to work with various teams, such as Support, Product, and Education. Discuss past experiences where you successfully influenced stakeholders and drove adherence to governance standards.
✨Emphasise Customer Empathy
Illustrate your understanding of customer needs and how you've translated insights into actionable knowledge improvements. Be ready to provide examples of how you've enhanced customer experiences through effective content strategy.