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Introhive

Turn relationships into revenue with Introhive's Client Intelligence Platform.

Knowledge Management Specialist

Location

Canada

Posted

25 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree2 yrs expEnglish

Job Description

Knowledge Management Specialist

Introhive

• 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 • Analyze customer interactions and feedback across support channels 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 • 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

Job Requirements

  • 2+ years of experience in knowledge management, content strategy, technical writing, or related roles
  • Proficiency with knowledge management and support tools (e.g., Zendesk Guide, Intercom, Confluence, HelpDocs)
  • 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
  • Experience implementing or improving knowledge management processes or governance frameworks (nice-to-have)

Benefits

  • We trust you to own your craft
  • Encourage curiosity to fuel innovation
  • Celebrate collaboration over competition

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