Knowledge Base Manager, Aircall
Cloud-based call centre and phone system
Be an early applicant
Cloud-based call centre and phone system
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To empower every professional to have rich conversations, so they can focus on closing deals and delighting customers.
Role
Who you are
- 3–5 years of experience in content management, knowledge management, or technical writing within a B2B SaaS company
- Proven track record of building, managing, and scaling customer-facing Knowledge Bases/help centers
- Proficiency in leveraging AI tools for content creation and optimization
- Exceptional writing & editing skills, with the ability to simplify complex technical and business concepts into clear & accessible content
- Proven track record of collaborating cross-functionally to develop and maintain accurate, up-to-date documentation
- Strong analytical skills to leverage data to optimize content & drive continuous improvements
- Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
What the job involves
- We’re looking for a hands-on and experienced Knowledge Base Manager to own the self-service content and knowledge strategy for our Help Center (support.aircall.io)
- Reporting to the Support Operations & Strategy leader, you’ll work closely with all support delivery teams (Frontline Support, Technical Support, Billing Support, Number Operations, and Fraud Operations) and cross-functional partners across Product, Engineering, RevOps, Sales, Success, and Finance to ensure our customers have access to updated, accurate, and clear help content
- By translating technical and business concepts into clear, user-friendly content, you’ll help build a consistent and intuitive Knowledge Base that empowers our customers and supports Aircall’s growth
- Write new Knowledge Base articles & refresh existing ones as needed
- Collaborate closely with cross-functional teams, including Onboarding, Product, Product Marketing, Engineering, Customer Support, and Enablement to align the content roadmap with product releases, customer support priorities, and enablement initiativesEnsure adherence to content quality standards (e.g., structure, formatting, tone & editorial consistency) by implementing clear guidelines, leveraging AI tools where relevant, conducting quality reviews and identifying potential impacts on existing articles
- Proactively identify content gaps & flag outdated content, leveraging insights from support tickets, internal team input and customer feedback to reduce user friction, improve customer satisfaction and ensure content consistency & accuracy
- Ensure localized content is accurate, consistent, and aligned with Aircall’s product & brand tone
- Own & continuously improve the Knowledge Base content production model (e.g, processes, localization, content standards, editorial workflows, and governance frameworks)
- Drive operational efficiency & scalability in content operations by leveraging AI tooling, implementing automations, optimizing workflows
- Monitor & report on Knowledge Base performance, leveraging key metrics to inform strategic decisions, and iteratively optimize content production
- Own & optimize the architecture of the external Knowledge Base (e.g., intuitive navigation flows, logical content categorization & structure to support discoverability, self-service efficiency & AI assistant readability)
Our take
Call centres have been a mainstay of sales teams for decades, with the human touch delivering an impression conversion rate of about 30% for inbound calls. However analogue call centres are physical infrastructure-heavy and unable to take advantage of the flexibility afforded by remote and hybrid ways of work. Aircall exists to change that, providing a cloud-based call centre infrastructure that allows sales teams to work from their home offices.
Aircall isn't the only company in this space, and it faces heavy competition from Cloudtalk, another cloud-based call centre solution. However Aircall stands out in the market by its use of open APIs and webhooks, making integration with existing productivity and helpdesk tools much easier, and its superior call quality. Aircall has developed a significant customer base with these strengths, with over 15,000 companies using its platform.
The company has raised significant funding in recent years, highlighting the confidence investors have in their offering. With a rapidly expanding presence in the US, European, UK and Australian markets and recent refresher leadership hires, Aircall could soon be a widely recognised international player in the telephone software industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$120m
SERIES D
May 2020
$65m
SERIES C
Total funding: $225.6m
Company benefits
- Food Allowance
- Snacks & Drinks
- Medical Insurance
- Flexible remote policy
- Retirement Savings Plan
- Outings & Events
- Fitness Fund
- Commuter Benefits
- Referral Bonus
Leadership
Jonathan Anguelov
(CSO)Ex Investment Banker & Entrepreneur. Studied Finance at ESCP Business School and co-founded Aircall in 2014.
Pierre-Baptiste Béchu
(VP of Communications Platform)Holds a Master of Engineering from Ecole Centrale de Lyon and a Master's degree in industrial and organizational psychology from Université Lumière Lyon 2. Previously co-founded ClickJob.fr, where they served as CTO.
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