Knowledge Manager

Salary: $100K - $125K Location Type: Remote Employment Type: Full-Time

Hi, I’m Allie 👋 One of my favorite things about working at Ashby is our operating principle of Prioritizing Ownership. It means that within your area of responsibility, we trust you to take full ownership—crafting, leading, and continuously improving what you work on. That’s why I’m thrilled to be hiring for a Knowledge Manager who will lead the charge on our internal knowledge base and self-service support strategy.

About This Role

As a Knowledge Manager, you’ll be responsible for transforming how our customers and internal teams access the knowledge they need to succeed. Your primary focus will be designing customer-facing workflows based on our robust knowledge base and best-practices that drive effective self-service for our customers. Additionally, you will be optimizing and maintaining a robust internal knowledge base to support efficient workflows.

Our Knowledge Management Team owns the systems and processes that power our documentation — from internal support enablement materials to customer-facing Help Center articles — and ensure they scale with us as Ashby grows. You’ll sit within our Support org, working cross-functionally with Customer Success, Product, Engineering, and Marketing to align documentation efforts with product evolution and business priorities.

Your mission: Reduce friction and increase self-sufficiency. Whether that’s helping a teammate find a nuanced product answer internally, or enabling a customer to resolve an issue on their own, you’ll play a key role in empowering everyone who interacts with Ashby’s support resources.

Responsibilities

• Design and maintain self-service support workflows that guide customers to the right resources at the right time.
• In partnership with our other Knowledge Manager, develop scalable processes for content creation, upkeep, and governance ensuring documentation aligns with product changes and support needs.
• Collaborate with Support, Product, and Marketing to keep content in sync with new features, common questions, and high-impact workflows.
• Own and evolve our internal knowledge base, ensuring it is structured, searchable, and up to date for Support and cross-functional teams.
• Advocate for knowledge sharing across the company, championing best practices and alignment with frameworks like Knowledge-Centered Service (KCS).

Requirements

• Experience: Multiple years of technical writing and documentation management experience, preferably in the B2B SaaS domain.
• Content Management: Owned a repository of internal or external help articles, and have been responsible for creating new articles, as well as maintaining and improving existing content to ensure it remains relevant and updated.
• Strategic Oversight: Set the strategy for a Knowledge Base or taken an existing documentation strategy to the next level, having built efficient processes that scale and stay in alignment with broader strategies.
• Cross-functional Collaboration: Proven track record of working in tandem with teams like Marketing, Product, and Operations, ensuring that documentation remains synchronized with product evolutions.
• Process Enhancement: Identify bottlenecks and implement process improvements for content creation, management, and self-service workflows.

You Could Be a Great Fit If:

• You demonstrate clear written communication. You ask clarifying questions with precision and can distill complex concepts into clear and concise content.
• You’ve built and managed internal knowledge bases that support Support, Product, or GTM teams.
• You care deeply about operational excellence and bring systems thinking to how knowledge is created, maintained, and accessed.
• You’re user-obsessed and constantly looking for ways to improve self-service outcomes.
• You’ve designed and optimized documentation processes and workflows at scale.
• You have a detail-oriented mindset and take pride in your work.