Salesforce Knowledge Content Lead

About the role

We are looking for an experienced Knowledge Manager / Salesforce Knowledge Content Lead to redesign, simplify, migrate, govern, and continuously improve operational knowledge content within Salesforce Knowledge. This role will convert existing SOPs, work instructions, FAQs, SharePoint content, training materials, and process documents into clear, searchable, standardized, and agent-friendly knowledge articles that improve frontline productivity, service consistency, and customer experience. The role will also support the organization's knowledge modernization journey by preparing content for future AI-powered search, Agent Assist, and conversational knowledge retrieval capabilities.

Key responsibilities

• Review and assess existing knowledge articles, SOPs, process documents, and training materials
• Rewrite complex content into clear, concise, and easy-to-follow articles
• Create standardized templates and article formats
• Ensure consistency in language, structure, and branding across all knowledge articles
• Improve article quality, accuracy, completeness, readability, and usability for frontline customer service teams
• Convert screenshot-heavy or document-based content into text-based, searchable knowledge articles suitable for Salesforce Knowledge and future AI use
• Manage and maintain Salesforce Knowledge articles, categories, data categories, tags, metadata, and search optimization standards
• Support the cleanup, consolidation, and migration of existing knowledge content from legacy repositories into Salesforce Knowledge
• Define and manage the knowledge article lifecycle, including intake, drafting, SME review, approval, publication, periodic review, and retirement
• Structure knowledge articles to improve search relevance, retrieval quality, and future AI-powered recommendations

About you

• 5+ years of experience in Knowledge Management, Content Management, Technical Writing, Business Process Documentation, Customer Service Operations, or a related discipline
• Strong experience rewriting complex business, operational, or technical content into simple, structured, and user-friendly knowledge articles
• Hands-on experience with Salesforce Knowledge is strongly preferred
• Experience with CRM, contact center, service management, or enterprise knowledge platforms such as Salesforce, ServiceNow, Confluence, SharePoint, or similar tools
• Strong understanding of taxonomy, metadata, article hierarchy, tagging, search optimization, and content lifecycle management
• Excellent written English, editing, facilitation, and stakeholder management skills
• Experience working with customer service, contact center, insurance, banking, or financial services operations is preferred
• Familiarity with AI-powered search, Agent Assist, generative AI knowledge solutions, or content readiness for AI retrieval is highly desirable