Knowledge Manager, Maze

• You possess excellent written and verbal communication skills and excel at technical communication
• You're a natural-born evangelist with infectious enthusiasm
• You love learning a product inside and out, and educating customers on exciting new features and industry best practices
• You’ve implemented knowledge management frameworks and are familiar with Knowledge Centered Support best practices
• You would describe yourself as operationally-minded and customer-centric
• You’re familiar with Zendesk Support, Zendesk Guide, and Zendesk Gather
• You enjoy both devising content strategies and authoring content

Desirable

• The Knowledge Manager role within the Customer Support team at Maze oversees the external customer-facing documentation that our customers use to learn how to use Maze effectively
• The role is responsible for ensuring that content is timely and accurate, implementing a knowledge management framework for periodically reviewing and updating documentation
• In this capacity, the Knowledge Manager will work closely with Support Leadership to ensure that our documentation is effectively deflecting customer tickets that can be addressed via improved documentation
• The Knowledge Manager will also help with implementation and management of Automated Customer Experience (ACX) methodologies and tooling to help preemptively resolve tickets automatically
• This role will also work closely with key stakeholders to ensure that their needs are being met by our documentation, and will collaborate on an ongoing basis with our Customer Education Manager to ensure that training content within our documentation is effective and to align on external facing education and documentation
• Finally, the Knowledge Manager will partner with our Product and Marketing teams to prepare documentation updates for every release
• Develop and maintain a knowledge management framework for proactively ensuring the health of our customer-facing content
• Develop strategies for improving the quality of content being produced and for promoting usage of that content
• Collaborate with our Customer Education Manager to develop asynchronous, self-guided curricula that help train new and existing users on key parts of our service and ensure what’s being offered on an educational front always aligns with our public knowledge base documentation
• Work with Product and Marketing to prepare and publish comprehensive documentation to coincide with major product launches and iterative releases
• Work closely with Support Leadership to identify opportunities for ticket deflection and produce documentation to assist with deflection
• Collaborate with Support Leadership and CX Tools Devs to implement Automated Customer Experience (ACX) tooling; establish methodologies for creating, updating, and tuning any automated support content; and manage that content on a regular, recurring basis
• Identify KPIs and metrics that can be used to measure the health of our customer-facing content and the success of our deflection strategies as well as ensure this sort of information is shared broadly in weekly reporting
• Develop and maintain strong product knowledge and become an expert on the use of Maze, and familiarize yourself with best practices in design, UX research, and user testing
• Share best practices and suggestions for Maze’s internal documentation to arm our team with the same product knowledge we’re offering our customers

• During your first interview, you can expect to have an open conversation with your recruiter regarding your compensation expectations