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Knowledge Program Specialist
We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our "call to adventure" to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you'll even land a new job!
Mission
The Knowledge Program Specialist owns the full knowledge loop across JobNimbus’s Customer Experience organization. This role keeps the knowledge base accurate, useful, and aligned to AI infrastructure; identifies gaps from AI and search signals; and drives the content, coaching, or escalation needed to close them.
What You'll Be Doing
- Own the customer-facing knowledge base, including content creation, maintenance, quality, and freshness.
- Build and maintain the taxonomy, information architecture, metadata, and search practices that make content discoverable for people and AI systems.
- Run a governed content lifecycle—from intake and review through publishing, refresh, and retirement—with clear content ownership and approval workflows.
- Review undeflected AI queries, AI interactions, zero-result searches, tickets, and Voice of Customer insights to identify content and experience gaps before they become support trends.
- Recommend and coach AI-support improvements; determine whether each gap requires a new or updated article, an AI-response improvement, or escalation to Product, Engineering, training, or another partner.
- Partner with Customer Support, Voice of Customer, Marketing, Product, and Engineering to keep content accurate, prepare knowledge for releases, and share article-level gap and deflection insights.
- Perform biannual comprehensive knowledge-base audits and complete ongoing audit updates.
- Create clear instructional articles and short-form videos for existing and upcoming features; peer-review team content for accuracy and brand alignment.
What Makes You the Hero for This Job
- 3–5 years of relevant experience in SaaS knowledge management, support content, technical writing, support operations, or a closely related field.
- Demonstrated ability to turn complex product, billing, troubleshooting, or workflow information into clear, customer-centered self-service content.
- Experience maintaining a knowledge base or content-management system and working with AI-supported customer experiences.
- Strong analytical judgment: able to use traffic, search, ticket, and AI-interaction signals to prioritize improvements and assess their impact.
- Strong written communication, editorial judgment, organization, and cross-functional collaboration skills.
- Experience with knowledge-base, ticketing, AI-support, and analytics tools. Drafted assumption: People Operations/hiring leadership should name the specific platforms once selected.
- Experience with information architecture, taxonomy, metadata, search optimization, content governance, or AI-ready content practices
Superpowers
- Ownership. You own the outcomes, drive initiatives, and solve problems proactively. If you need direction and someone to hold your hand, this job is not for you.
- Customer Obsessed. Everything we build should leave our customers saying, "Aw dip. This product is off the charts cool. Whoever wrote that code deserves a raise!"
- Proactive Learning. You stay ahead of the curve, continuously learning and implementing cutting-edge technologies.
- Team Commitment. You build, mentor, and lead a high-performance engineering team that delivers results together.
- Self Awareness. You know your strengths, weaknesses, and how to surround yourself with the right talent to succeed.
Your First 90 Days
|
Objective |
Success criteria |
|
Stand up the AI-forward content cycle |
Establish a weekly review of undeflected Zoom queries and other AI/support signals; identify gaps and execute a documented closure plan. |
|
Complete prior-quarter audit updates |
Finalize all updates identified in the prior knowledge-base audit and document opportunities to use AI to streamline future audits. |
|
Publish and run the AI Agent Coaching Playbook |
Document the gap-to-fix decision process—content fix, AI-response coaching, or escalation—and complete the first monthly coaching cycle with Support leadership. |
Mentor
Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography, celebrating birthdays, the Red Sox, and recruiting.
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