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Senior Knowledge Base Specialist

Billing SpecialistBilling SpecialistFull TimeRemoteSeniorTeam 201-500H1B SponsorCompany SiteLinkedIn

Location

Worldwide

Posted

62 days ago

Salary

$100K - $102K / year

Seniority

Senior

No structured requirement data.

Job Description

Senior Knowledge Base Specialist

Togetherwork

Role Description We are looking for a Senior Knowledge Base Specialist to serve as the owner of all customer-facing help centers and knowledge bases across the Togetherwork portfolio. This role is responsible for the quality, accuracy, organization, and completeness of knowledge content supporting 33+ SaaS products and 12+ vertical markets. The Senior Knowledge Base Specialist partners closely with Support, Product, Engineering, and Customer Education to ensure customers have accurate, accessible, and always-current documentation—driving self-service adoption, ticket deflection, and long-term customer success. What you'll do: - Knowledge Base Ownership & Strategy - Own the quality, accuracy, organization, and completeness of all customer-facing knowledge bases and help centers across the Togetherwork product portfolio. - Define and maintain content standards, taxonomy, article templates, and style guidelines to ensure a consistent, high-quality experience across all products. - Establish and operate a structured content audit cadence to identify outdated, missing, or underperforming articles and drive them to resolution. - Build and maintain dashboards tracking knowledge base health metrics: article coverage, search success rate, deflection rate, customer satisfaction scores, and content freshness. - Cross-Functional Coordination & Content Operations - Serve as the primary liaison between Support, Product, Engineering, and Customer Education to ensure knowledge base content stays current with every product release, update, or change. - Build and manage a lightweight intake and review process so that product launches, feature updates, and bug fixes automatically trigger knowledge base updates. - Partner with Support to analyze ticket trends and identify content gaps, converting high-volume issues into clear, searchable self-service articles. - Partner with Product and Engineering to review release notes, changelogs, and internal documentation, translating technical detail into customer-ready content. - Coordinate with Customer Education to align knowledge base content with training materials, onboarding journeys, and certification programs. - Content Writing & Editorial Excellence - Write, edit, and publish clear, accurate, and well-structured help articles, how-to guides, release notes, FAQs, and procedural documentation for a non-technical customer audience. - Adapt tone, depth, and format to serve customers across a wide range of technical comfort levels—from novice users to power administrators. - Maintain editorial rigor: every article should be findable, scannable, and actionable. - Manage the full content lifecycle from creation through review, publication, versioning, and retirement. - AI-Enabled & Data-Driven Ways of Working - Lead Togetherwork's use of AI tools to scale knowledge base authoring—leveraging AI to draft, expand, and revise content efficiently without sacrificing accuracy or voice. - Design and operate AI-assisted audit workflows to systematically review content for accuracy, completeness, clarity, and alignment with current product functionality. - Evaluate and implement AI authoring and knowledge management tools that improve team productivity and content quality. - Establish guardrails and quality control processes to ensure AI-generated or AI-assisted content meets Togetherwork's standards before publication. - Use data, dashboards, and AI-supported insights to monitor knowledge base health and identify content risks early. - Continuously build AI literacy and apply AI-enabled practices as part of day-to-day content operations. - Search Optimization & Findability - Optimize knowledge base content for internal search, ensuring customers can find answers quickly and support ticket deflection is measurable. - Analyze search data to identify failed queries and content gaps, closing them proactively. - Apply SEO best practices where applicable to drive organic discovery of public-facing help content. Qualifications - 3–6 years of experience in knowledge management, technical writing, content strategy, or documentation roles—ideally within a B2B SaaS environment. - Demonstrated experience owning and managing a customer-facing knowledge base or help center at scale, including content auditing, governance, and quality programs. - Strong content writing skills with a portfolio showing the ability to translate complex product functionality into clear, accessible customer-facing documentation. - Hands-on experience using AI tools (such as ChatGPT, Claude, Notion AI, or similar) for content drafting, editing, summarizing, and auditing—including building repeatable AI-assisted workflows. - Experience coordinating content updates across cross-functional stakeholders including Product, Support, Engineering, and Customer Success. - Familiarity with knowledge base platforms such as Zendesk, Confluence, Guru, Document360, HelpDocs, or similar tools. - Experience with content analytics: search performance, deflection rate, article satisfaction scores, and coverage analysis. - Strong editorial instinct for clarity and structure; ability to distinguish between technically correct and genuinely useful content. - Data-informed approach to prioritization using search data, ticket trends, and satisfaction scores. - Detail-oriented, organized, and execution-focused with strong follow-through. - Collaborative team player aligned to shared outcomes and delivery standards. - Proficient with Windows, Microsoft Office, and Adobe Acrobat applications. - Excellent written and oral communication skills. Benefits - Salary Range: $100,000 – $102,000 + 5% bonus. - Medical, dental, and vision insurance options. - 100% Employer paid short/long term disability. - Basic Life. - 401(k) option with 100% company match up to 4%. - Flexible paid personal/vacation time built on mutual trust and accountability. - 10 sick days annually. - 10 company paid holidays. - 6 weeks paid parental leave.

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