Knowledge Base Owner

Caseware

Maidstone, United Kingdom Remote permanent

Posted: April 1, 2026

Quick Summary

We are seeking a highly motivated and experienced Knowledge Base Owner to lead global knowledge strategy within our Customer Support organization. This role ensures our Salesforce Knowledge Base, AI-driven tools (Fin, AiDA), and help-site ecosystem deliver accurate, trusted, and AI-ready content that improves customer outcomes and operational efficiency. This role owns knowledge not just as content, but as a customer experience and AI enablement system across all support channels.

Job Description

What you'll be doing::
• Lead global customer support knowledge base (KB) management strategy, governance, and content standards.

• Expand strategy to influence all knowledge channels including help center, macros, internal enablement, and in-product guidance

• Own the end-to-end content lifecycle: intake, authoring, review, publishing, and retirement.

• Define standards for multimedia assets such as screenshots, GIFs, and videos.

• Use customer and teammate feedback, search data, and AI signals to continuously improve automated and proactive support experiences.

• Partner with Conversation Design and Systems teams to ensure knowledge is structured for conversational AI journeys in Fin.

• Ensure taxonomy, metadata, and search tuning support high-quality retrieval and deflection.

• Partner with Support, Product, Education, and Regional Leaders to align knowledge with product changes and customer needs.

• Use analytics (such as Power BI) to measure search success, article performance, and deflection outcomes.

• Ensure content accuracy, permissions, visibility rules, and reduce stale/broken/duplicate content.

What you'll bring::
• 5+ years experience in SaaS knowledge management or related roles.

• Expertise with Salesforce Knowledge and enterprise taxonomy/IA practices.

• Experience preparing knowledge for AI-driven support (LLMs, FinAI).

• Strong analytical skills with experience using Power BI or similar tools.

• Ability to influence cross-functional stakeholders and drive governance adherence.

• Strong empathy for customer needs and the ability to translate behavioural insights into knowledge improvements.

• Excellent communication, content strategy, and editorial skills.

• Experience applying SEO, web analytics, and AI-ready content best practices.

• KCS certification or similar frameworks preferred.

Technical Stack you'll be working with::
• SaaS Support Platform (Salesforce Service Cloud)

• AI Support Tools (Intercom FinAI)

• BI Tools (Power BI, Tableau)

• Automation Tools (workflow automation, triggers, macros)

• Atlassian Cloud (Jira/Confluence)

• Integrations/APIs where relevant

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