Knowledge Base Manager - USA East Coast Remote Based

New York, New York, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Service, Software as a Service (SaaS), BiotechnologyIndustries

Requirements

Candidates should have 3-5 years of experience in content management, knowledge management, or technical writing within a B2B SaaS company, and a proven track record of building, managing, and scaling customer-facing Knowledge Bases/help centers. Proficiency in leveraging AI tools for content creation and optimization is required, along with exceptional writing and editing skills.

Responsibilities

The Knowledge Base Manager will write new Knowledge Base articles and refresh existing ones as needed, collaborate closely with cross-functional teams to align content with product releases and customer support priorities, ensure adherence to content quality standards through guidelines and reviews, proactively identify content gaps and outdated content, ensure localized content accuracy and consistency, own and continuously improve the Knowledge Base content production model, drive operational efficiency and scalability, monitor and report on Knowledge Base performance, and own & optimize the architecture of the external Knowledge Base to support discoverability and self-service efficiency.

Skills

Content Management

Knowledge Base

Technical Writing

Customer Support

Cross-functional Collaboration

Support Operations

Aircall

Cloud-based phone system for businesses

About Aircall

Aircall provides a cloud-based phone system that helps businesses manage their voice communications effectively. The platform includes features such as call monitoring, call routing, and the ability to sync data with other business tools like Customer Relationship Management (CRM) systems and helpdesks. It is designed for small to medium-sized businesses (SMBs) and enterprises that need a scalable solution for handling a high volume of calls. Aircall operates on a subscription-based model, where clients pay a recurring fee based on the number of users and features they need. This model allows for continuous updates and support. Additionally, Aircall has an app marketplace where third-party developers can create integrations, enhancing the platform's functionality and providing extra revenue opportunities. The goal of Aircall is to streamline communication for businesses and improve their operational efficiency.

New York City, New YorkHeadquarters

2014Year Founded

$219.4MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Food Allowance

Snacks & Drinks

Medical Insurance

Competitive Salary

Flexible remote policy

Retirement Savings Plan

Outings & Events

Fitness Fund

Commuter Benefits

Referral Bonus

Risks

Emerging AI-driven platforms may surpass Aircall's current feature set, threatening market share.

Economic downturns could reduce SMB spending on communication tools, impacting revenue.

Privacy regulations in the EU may increase compliance costs for Aircall.

Differentiation

Aircall offers seamless integration with CRM and helpdesk tools for efficient communication.

The platform supports multilingual capabilities, enhancing global reach and customer service.

Aircall's subscription model provides steady revenue and continuous updates for users.

Upsides

Growing demand for AI-driven customer service solutions aligns with Aircall's offerings.

The rise of remote work increases the need for cloud-based communication tools like Aircall.

Projected growth in cloud telephony services presents expansion opportunities for Aircall.

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