Knowledge Manager

Summary

Join Ashby as a Knowledge Manager and transform how customers and internal teams access knowledge. You will design customer-facing workflows based on a robust knowledge base, optimize and maintain an internal knowledge base, and collaborate with cross-functional teams to ensure documentation aligns 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.

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

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible
• You get to sell a product that our prospects & customers are truly excited about
• Competitive compensation is offered
• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable
• Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• 100/month education budget with more expensive items (like conferences) covered with manager approval