Knowledge Base Manager

Summary

Join Aircall as a Knowledge Base Manager and own the self-service content and knowledge strategy for the Help Center. Collaborate with support teams and cross-functional partners to ensure customers have access to updated, accurate, and clear help content. Translate technical and business concepts into user-friendly content, building a consistent and intuitive Knowledge Base. Proactively identify content gaps and outdated information, leveraging insights from support tickets and customer feedback. Ensure localized content is accurate and aligned with Aircall's brand. Continuously improve the Knowledge Base content production model, leveraging AI tools and optimizing workflows. Monitor and report on Knowledge Base performance, using key metrics to inform strategic decisions. Optimize the Knowledge Base architecture for intuitive navigation and discoverability.

Requirements

• 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

Responsibilities

• 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 initiatives
• Ensure 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• Proactively identify content gaps & flag outdated content, leveraging insights from support tickets, internal team input and customer feedback to reduce user friction, improve customer satisfaction and ensure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)

Benefits

Competitive salary package & benefits