Technical Program Manager, GitLab
Knowledge Base, Customer Support
+ Equity Compensation & Employee Stock Purchase Plan
One DevOps platform
Job no longer available
One DevOps platform
1001+ employees
Job no longer available
+ Equity Compensation & Employee Stock Purchase Plan
1001+ employees
Company mission
To make it so that everyone can contribute. When everyone can contribute, users become contributors and we greatly increase the rate of innovation.
Role
Who you are
- This role requires expertise in knowledge base best practices, a customer-first mentality, and the ability to work cross-functionally with product, engineering, and support teams
What the job involves
- We are seeking an experienced and motivated Program Manager to lead, define, and develop our knowledge base (KB) for the customer support team, using Knowledge-Centered Service (KCS) methodology
- This leader will focus on creating a high-quality, user-centric knowledge base in Zendesk, enabling our support team to resolve issues efficiently and empowering customers with self-service solutions
- Define and drive the vision and strategy for the Knowledge Base, aligning with company goals to enhance customer satisfaction and streamline support processes
- Develop and maintain a content roadmap for the knowledge base, setting measurable goals for usage, relevance, and quality, leveraging KCS principles
- Lead and manage the creation, organization, and optimization of knowledge articles following KCS methodology to ensure content accuracy, relevance, and accessibility
- Implement a KCS-driven workflow to capture, structure, and reuse knowledge effectively, empowering the team to document resolutions in real-time
- Develop standardized templates and guidelines based on KCS practices, promoting consistent knowledge base content creation and upkeep
- Manage and mentor a team of knowledge base contributors, writers, and support agents, fostering a collaborative and continuous improvement environment
- Provide coaching, training, and performance feedback on KCS methodologies to empower team members and improve knowledge management skills
- Encourage KCS-aligned content contributions from support agents, setting up processes and providing training to support efficient documentation
- Lead the design, implementation, and ongoing optimization of the Zendesk knowledge base, leveraging its tools and analytics to support KCS practices
- Ensure Zendesk is configured to support KCS workflows, facilitating knowledge capture, reuse, and customer self-service
- Stay current with Zendesk features, KCS practices, and industry trends to continuously improve the knowledge base experience
- Use KCS insights to analyze user feedback, search patterns, and content gaps to optimize the knowledge base structure and navigation
- Implement SEO best practices and adapt KCS practices to improve content discoverability and relevance
- Monitor KPIs, including article usage, deflection rates, and customer satisfaction, aligning improvements with KCS objectives
- Partner with product and engineering teams to ensure new features and updates are well-documented and integrated into the knowledge base
- Work closely with support managers to align knowledge base and KCS initiatives with the broader support strategy
- Act as the voice of the customer, advocating for improvements based on knowledge base and KCS insights and usage data
- The Technical Program Manager will sit within the Support Readiness team. The Support Readiness team is a team-within-a-team that makes sure that Customer Support is able to delight GitLab’s customers
- We’re composed of a variety of specialists who focus on our operational, training and data needs. There’s plenty of opportunity to cross-train and extend into new areas, as we (like GitLab globally) hold that everyone can contribute
Our take
GitLab is an open-source collaboration platform for developers. It enables teams to build code quickly from anywhere without compromising on security or quality. GitLab already has an estimated 30M+ users from all over the world.
According to a 2021 GitLab report, 60% of developers can release code 2x faster with DevOps platforms that bring teams together and accelerate processes. It stands out by catering to programmers of all experiences. Gitlab's version control system helps streamline the process of creating, maintaining, and deploying code, whoever you are.
GitLab was in the right place to capitalize on the recent trend toward rapid digital transformation and remote working. This trend is expected to continue to grow, and with it, GitLab's popularity. With its successful 2021 IPO and the patronage of major brands such as Nasdaq and Jaguar Land Rover, GitLab is expected to solidify its position as the go-to platform for development teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2019
$268m
SERIES E
Dec 2018
$20m
SERIES D
Total funding: $432.6m
Company benefits
- We offer benefits to manage your health, wealth, and well-being regardless of location
- Flexibility in schedule to be there for life’s important moments
- Equity compensation & Employee Stock Purchase Plan offered
- Generous Paid Time Off
Company values
- Collaboration - We prioritize things that help us work together effectively, such as assuming positive intent, saying “thanks” and “sorry,” and giving timely feedback.
- Results - We operate with a sense of urgency and bias for action, and we do what we promise — to each other, customers, users, and investors.
- Efficiency - From choosing boring solutions to documenting everything and being managers of one, we strive to make fast progress on the right things.
- Diversity, Inclusion, & Belonging - We work to ensure GitLab is a place where people from every background and circumstance feel like they belong and can thrive.
- Iteration - We aim to do the smallest viable and valuable thing, and get it out quickly for feedback.
- Transparency - Everything we do is public by default, from our company handbook to the issue trackers for our product.
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Sid Sijbrandij
(CEO)Studied Physics at the University of Twente. Interned at P&G and IBM. Was Lead Architect at the Netherlands' Ministry of Justice from 2009 to 2012. Founded app store Comcoaster in 2008, and then co-founded GitLab in 2012.
Diversity, Equity & Inclusion at GitLab
- Diversity, Inclusion, & Belonging is woven into our values and everything we do
- GitLab is home to many dedicated Team Member Resource Groups
- GitLab is a global, multi-cultural organization with team members all over the world
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