Manager, Knowledge & Enablement, Global Support

Role overview Lead the knowledge and enablement function for a global support organization, setting its strategy and taking responsibility for measurable results. This is a hands-on manager role: you will guide a content strategist while creating and improving resources for both customers and support agents.

Responsibilities - Set priorities and a roadmap for internal knowledge, product documentation, self-service, and agent enablement. - Use customer needs, support data, product releases, and business priorities to identify content gaps and plan improvements. - Define quality standards and measures for content, knowledge adoption, self-service effectiveness, agent performance, and support efficiency. - Create and maintain clear, accurate documentation grounded in customer and agent needs. - Manage and mentor a content strategist, translating priorities into scoped work and providing regular feedback. - Work with product, engineering, support leadership, and customer-facing teams to align content with product changes and support needs.

Requirements - Deep experience in technical writing and content operations. - Experience building documentation and enablement programs and connecting content work to business outcomes. - Regular use of AI tools to improve speed while maintaining content quality. - Ability to set direction, manage priorities, and remain directly involved in execution. - Ability to collaborate across product, engineering, support, and customer-facing teams.

Benefits and work setup The organization is fully distributed and supports working remotely. Full-time benefits described in the listing include health and dental coverage, a wellness account, retirement matching, flexible paid time off, paid parental leave, remote work subsidies, and stock options. The stated hiring range is $116,000–$151,000 CAD.