Manager, Knowledge & Enablement, Global Support

For our client, we are seeking a Manager, Knowledge & Enablement, Global Support to join the team of a leader in the Enterprise Technology space.

This role will shape the knowledge and enablement strategy that supports both customers and support agents across the global support organization. You will lead the content roadmap, define quality standards, and use data-driven insights to improve self-service effectiveness and operational efficiency. The position also partners closely with subject matter experts, senior leadership, and content contributors to build a scalable, high-impact support experience.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $116,000 – $151,000 annually

Responsibilities

• Own the knowledge and enablement function for Global Support, including internal and external resources.
• Determine strategy and approach, defining priorities and success metrics.
• Establish a content roadmap based on customer needs and business priorities.
• Be accountable for outcomes such as self-service effectiveness and agent efficiency.
• Set quality standards for support content with measurable success criteria.
• Mentor a Content Strategist, providing direction and feedback.
• Translate strategic priorities into actionable assignments for the team.
• Build a high-output team culture that values knowledge and enablement work.
• Conduct ongoing content gap analysis using various data sources.
• Manage and evolve the public knowledge base for optimal customer experience.
• Implement AI-powered solutions for content generation and optimization.
• Establish best practices for AI-assisted content creation to ensure accuracy.
• Build a scalable documentation taxonomy for internal and external resources.

Qualifications

• 8+ years in technical writing, content strategy, or knowledge management, with 2+ years in a leadership role.
• Experience in a SaaS or technical support environment, with an understanding of knowledge's role in customer success.
• Hands-on experience with AI tools for content creation and management, with measurable results.
• Proven track record of improving knowledge or enablement programs with measurable business outcomes.
• Experience managing or mentoring content contributors and improving the quality of their work.
• Strong analytical skills to leverage support data for prioritization and impact measurement.
• Excellent communication skills for collaboration with subject matter experts and presenting to senior leadership.

Benefits

• Comprehensive health and dental benefits plan.
• Wellness spending account.
• GRSP matching program.
• Flexible paid time off.
• Paid parental leave program.
• Remote working subsidies.
• Stock options for all full-time employees.

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.