Customer Knowledge Manager (EU)

Confidential

Remote job permanent

Posted: February 25, 2026

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Quick Summary

Own and operate the Customer Help Centre, including structure, navigation, and ongoing optimization.

Required Skills

Customer Service Technical Writing Documentation Management Support Coordination Data Analysis Product Knowledge English Communication Cross-functional Collaboration Customer Centricity Problem Solving

Job Description

This role owns the strategy, quality, and day-to-day operation of the Customer Help Centre, ensuring customers can successfully self-serve, adopt the product, and resolve issues efficiently. The role is critical to scaling customer support, improving customer experience, and reducing operational costs through effective content-driven deflection.

• Own and operate the Customer Help Centre, including structure, navigation, and ongoing optimization.

• Create, maintain, and continuously improve customer-facing documentation, guides, and adoption content.

• Partner with Support, Customer Success, and Product teams to identify content gaps and address high-volume or repetitive customer issues.

• Analyze support ticket trends and customer feedback to proactively create content that drives deflection and improves time to value.

• Ensure all Help Centre content is accurate, up to date, and aligned with product releases and changes.

• Measure and report on Help Centre performance, including usage, deflection impact, and customer satisfaction signals.

• Utilize product domain expertise to serve as a trusted technical advisor and resource for customers.

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