Job Description
Job Summary
We’re seeking a proactive and detail-oriented Knowledge Management Specialist to lead and evolve our customer-facing knowledge base and internal content ecosystem. This role is essential in advancing self-service support, reducing inbound inquiries, and empowering customers and internal teams with clear, accurate, and actionable information.
The ideal candidate combines strategic thinking with strong editorial skills, thrives in cross-functional environments and is passionate about helping people find the information they need quickly and effectively.
Location
Remote within Canada.
Responsibilities
Knowledge Base Management
- Own the day-to-day operations of the knowledge base: audit, update, and optimize content for accuracy, clarity, and accessibility.
- Identify and address content gaps or redundancies to ensure comprehensive product coverage.
- Maintain content health through regular reviews and incorporate SEO best practices where applicable.
Content Creation & Optimization
- Analyze customer interactions and feedback across support channels (e.g., Intercom, Zendesk) to identify trends and areas for new content.
- Write, edit, and publish knowledge base articles that deliver consistent voice, tone, and structure.
- Collaborate with subject matter experts to translate technical concepts into customer-friendly documentation.
- Partner with Product and Engineering teams to create or update content aligned with new feature releases and updates.
Cross-Functional Collaboration & Strategy
- Act as a liaison between Product and Support teams to ensure knowledge sharing and alignment.
- Communicate updates proactively to support teams when articles are added or revised.
- Develop processes and best practices for continual content improvement and team enablement.
- Contribute to the broader knowledge management strategy by tracking metrics on content engagement, usefulness, and search performance.
Required Skills & Abilities
Experience: 2+ years of experience in knowledge management, content strategy, technical writing, or related roles.
Tools: Proficiency with knowledge management and support tools (e.g., Zendesk Guide, Intercom, Confluence, HelpDocs).
Skills:
- Exceptional writing, editing, and organizational abilities.
- Strong analytical skills to evaluate content effectiveness and improve user experience.
- Comfort working cross-functionally and communicating in distributed teams.
Nice-to-Have
- Experience implementing or improving knowledge management processes or governance frameworks.
- Familiarity with service metrics (e.g., deflection rates, CSAT impact) and using data to inform content strategy.
- Experience supporting SaaS platforms or technical products.
Why Introhive?
Because we don’t just build smart solutions, we build a culture where people do their best work. We trust you to own your craft, encourage curiosity to fuel innovation and celebrate collaboration over competition. You’ll find growth, balance, and a team that’s always got your back.
