CX Knowledge Specialist

Role overview Own the knowledge foundation used by customer support specialists and an AI support agent. You’ll make product information easy to find, accurate as releases change, and useful for resolving customer questions, working closely with product, engineering, support, and enablement partners.

Responsibilities - Audit existing support content, identify duplicates and outdated material, and consolidate it into a structured knowledge base. - Write and maintain support articles, troubleshooting guides, how-tos, and product best practices for both human readers and AI retrieval. - Track product releases and prepare or update related knowledge before launch. - Triage reports of missing, inaccurate, or hard-to-find information and fix gaps in the source content. - Use support tickets, search activity, and AI escalations to prioritize content improvements. - Develop AI-assisted drafting and review workflows, and manage content ownership, versioning, review, and archiving.

Requirements - At least five years in knowledge management, support operations, technical writing, or content operations. - Practical experience structuring, migrating, and maintaining content at scale in a knowledge base platform such as Zendesk or Notion. - Regular use of large language models to create or improve content, with concrete examples of that work. - Strong writing and systems thinking, including the ability to make complex technical or legal product information clear and searchable. - Ability to work in a fast-changing product environment and use ticket trends, search behavior, and quality findings to guide priorities. - Skill in building cross-functional relationships and getting subject matter experts to review and adopt content.

Benefits and work setup The listed compensation range is $88,000–$132,000 USD.