Knowledge Base Manager

Role Summary

The Knowledge Base Manager leads the strategy, systems, and people that power product‑related knowledge for Customer Support agents, customers, and AI agents. Combining business acumen, coaching, and tooling expertise, this role builds a high‑quality knowledge ecosystem that improves Tier 1 resolution, drives case deflection, and elevates customer satisfaction.

What You’ll Own

1) People Leadership & Coaching

• Lead and develop a team of 8–10 knowledge authors/coaches ; set clear goals and growth plans.

• Serve as the knowledge subject‑matter expert and trusted thought partner.

• Deliver training on knowledge tools and best practices; provide ongoing mentorship and feedback.

• Work autonomously and exercise sound judgment, escalating only complex or high‑risk matters.

2) Knowledge Strategy & Governance

• Define and execute <...