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Support Knowledge Management Architect
Build a knowledge management program from scratch for the support team.
San Francisco, California, United States
Mid-Level
1 month ago
✨ About The Role
- The Support Knowledge Management Architect will design and implement data-driven knowledge systems.
- Responsibilities include building a knowledge management program and maintaining the support knowledge base.
- The role involves harnessing data from customer interactions to improve support and customer experience.
- Collaboration with engineering teams to build a self-fortifying information ecosystem is required.
- The position is based in San Francisco, CA, with a hybrid work model of 3 days in the office per week.
âš¡ Requirements
- The ideal candidate has experience in content or knowledge management systems and knowledge-centered support (KCS).
- A proven track record of building a knowledge management program from scratch for a support team is essential.
- Familiarity with customer support workflows and tools like Intercom, Zendesk, or Salesforce is important.
- Strong data analysis skills are necessary to derive insights from customer interactions.
- The candidate should enjoy cross-functional collaboration with product, engineering, and operations teams.
- A proactive problem-solver with project management capabilities will thrive in this role.
Support Knowledge Management Architect
San Francisco, California, United States
Support
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