Knowledge Base Manager

Employment Type: Permanent Full Time Employee

Position Overview

Aircall is seeking a hands-on and experienced Knowledge Base Manager to own the self-service content and knowledge strategy for our Help Center (support.aircall.io). Reporting to the Support Operations & Strategy leader, you will collaborate closely with support delivery teams and cross-functional partners to ensure customers have access to updated, accurate, and clear help content. Your role will involve translating technical and business concepts into user-friendly content, building a consistent and intuitive Knowledge Base that empowers customers and supports Aircall’s growth.

About Aircall

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City), Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.

How We Work at Aircall

At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in.

Key Responsibilities

• Write new Knowledge Base articles and refresh existing ones as needed.
• Collaborate closely with cross-functional teams, including Onboarding, Product, Product Marketing, Engineering, Customer Support, and Enablement to align the content roadmap with product releases, customer support priorities, and enablement initiatives.
• Ensure adherence to content quality standards (e.g., structure, formatting, tone & editorial consistency) by implementing clear guidelines, leveraging AI tools where relevant, conducting quality reviews, and identifying potential impacts on existing articles.
• Proactively identify content gaps & flag outdated content, leveraging insights from support tickets, internal team input, and customer feedback to reduce user friction, improve customer satisfaction, and ensure content consistency & accuracy.
• Ensure localized content is accurate, consistent, and aligned with Aircall’s product & brand tone.
• Own & continuously improve the Knowledge Base content production model (e.g., processes, localization, content standards, editorial workflows, and governance frameworks).
• Drive operational efficiency & scalability in content operations by leveraging AI tooling, implementing automations, and optimizing workflows.
• Monitor & report on Knowledge Base performance, leveraging key metrics to inform strategic decisions, and iteratively optimize content production.
• Own & optimize the architecture of the external Knowledge Base (e.g., intuitive navigation flows, logical content categorization & structure to support discoverability, self-service efficiency & AI assistant readability).

Qualifications

• 3–5 years of experience in content management, knowledge management, or technical writing within a B2B SaaS company.
• Proven track record of building, managing, and scaling customer-facing Knowledge Bases/help centers.
• Proficiency in leveraging AI tools for content creation and optimization.
• Exceptional writing & editing skills.