Knowledge Manager

Summary

Join Ashby as a Knowledge Manager and revolutionize how customers and internal teams access crucial information. You will design customer-facing workflows based on a robust knowledge base, optimizing and maintaining an internal knowledge base for efficient workflows. Collaborate with cross-functional teams (Customer Success, Product, Engineering, and Marketing) to align documentation with product evolution and business priorities. Your mission is to reduce friction and increase self-sufficiency by empowering everyone who interacts with Ashby's support resources. This role involves designing and maintaining self-service support workflows, developing scalable content creation processes, and advocating for knowledge sharing across the company. You will also own and evolve the internal knowledge base, ensuring it remains structured, searchable, and up-to-date.

Requirements

• Experience: You bring multiple years of technical writing and documentation management experience, preferably in the B2B SaaS domain
• Content Management: You have owned a repository of internal or external help articles, and you’ve been responsible for creating new articles, as well as maintaining and improving existing content to ensure it remains relevant and updated
• Strategic Oversight: Beyond writing, you’ve set the strategy for a Knowledge Base or taken an existing documentation strategy to the next level, having built efficient processes that scale and stay in alignment with broader strategies
• Cross-functional Collaboration: You have a proven track record of working in tandem with teams like Marketing, Product, and Operations, ensuring that documentation remains synchronized with product evolutions
• Process Enhancement: Identify bottlenecks and implement process improvements for content creation, management, and self-service workflows

Responsibilities

• Design and maintain self-service support workflows that guide customers to the right resources at the right time
• In partnership with our other Knowledge Manager, develop scalable processes for content creation, upkeep, and governance ensuring documentation aligns with product changes and support needs
• Collaborate with Support, Product, and Marketing to keep content in sync with new features, common questions, and high-impact workflows
• Own and evolve our internal knowledge base, ensuring it is structured, searchable, and up to date for Support and cross-functional teams
• Advocate for knowledge sharing across the company, championing best practices and alignment with frameworks like Knowledge-Centered Service (KCS)

Preferred Qualifications

• You demonstrate clear written communication. You ask clarifying questions with precision and can distill complex concepts into clear and concise content
• You’ve built and managed internal knowledge bases that support Support, Product, or GTM teams
• You care deeply about operational excellence and bring systems thinking to how knowledge is created, maintained, and accessed
• You’re user-obsessed and constantly looking for ways to improve self-service outcomes
• You’ve designed and optimized documentation processes and workflows at scale
• You have a detail-oriented mindset and take pride in ensuring content is accurate, current, and useful
• You’re data-curious and willing to dig into metrics and feedback to drive improvements
• You enjoy collaborating across functions, from Product Marketing to Engineering to Support
• You’re familiar with or excited to implement KCS or other scalable documentation frameworks
• You’re energized by ownership and excited to define strategy and roll up your sleeves to write or update content

Benefits

• Unlimited PTO with four weeks is recommended per year
• Twelve weeks of fully paid family leave in the US
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Competitive compensation is offered
• 10-year exercise window for stock options
• Generous equipment, software, and office furniture budget