Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead global knowledge strategy and manage content for customer support.
- Company: Join Caseware, a pioneering Fintech company with a collaborative culture.
- Benefits: Flexible work options, competitive salary, health benefits, and generous time-off policies.
- Other info: Work with a diverse global team on international projects.
- Why this job: Make a real impact on customer success with innovative technology.
- Qualifications: 5+ years in SaaS knowledge management and strong analytical skills.
The predicted salary is between 60000 - 80000 £ per year.
Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. 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.
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
What's in it for you:
- Innovation is at our core. We work with cutting‑edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions.
- We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team.
- Work‑life balance is important to us. We offer flexible work options, remote opportunities, and generous time‑off policies to ensure a healthy work‑life balance.
- We offer competitive compensation, including a competitive salary and comprehensive benefits such as health insurance and retirement plans.
- We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success.
- Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth.
- We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.
We welcome and encourage candidates of all backgrounds to apply.
Knowledge Base Owner in Maidstone employer: Medium
Contact Detail:
Medium 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
Prepare for interviews by researching the company and its products. Understand their mission and values, and think about how your skills align with their needs. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. 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 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in SaaS knowledge management. We want to see how your skills align with the role of Knowledge Base Owner, so don’t hold back on showcasing your relevant achievements!
Showcase Your Analytical Skills: Since this role involves using tools like Power BI, it’s a good idea to mention any experience you have with analytics. We love data-driven insights, so share examples of how you've used analytics to improve content or customer outcomes in the past.
Demonstrate Your Communication Skills: As a Knowledge Base Owner, clear communication is key. Use your application to show off your editorial skills and ability to convey complex information simply. We’re looking for someone who can create engaging and accessible content!
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 ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Caseware!
How to prepare for a job interview at Medium
✨Know Your Stuff
Make sure you’re well-versed in knowledge management, especially within SaaS environments. Brush up on Salesforce Knowledge and be ready to discuss how you’ve used analytics tools like Power BI to drive content improvements.
✨Showcase Your Strategy Skills
Prepare to talk about your experience in leading knowledge base strategies. Think of specific examples where you’ve influenced cross-functional teams or improved customer outcomes through effective content management.
✨Be Data-Driven
Demonstrate your analytical skills by discussing how you’ve used data to measure success in previous roles. Be ready to explain how you’ve applied insights from search data or customer feedback to enhance knowledge content.
✨Communicate Clearly
Since this role requires excellent communication skills, practice articulating your thoughts clearly and concisely. Prepare to discuss how you’ve translated complex information into user-friendly content that meets customer needs.