Manager, Knowledge & Enablement, Global Support

Role overview

Strategy and outcomes

• Set the function's strategy, priorities, approach, and measures of success.
• Develop and communicate a roadmap informed by customer needs, support data, product releases, and business priorities.
• Account for self-service effectiveness, knowledge adoption, agent effectiveness, and support efficiency.
• Set content quality benchmarks, editorial guidelines, and measurable success criteria.

Content and enablement delivery

• Manage internal knowledge, external documentation, self-service pathways, agent enablement content, and the public Knowledge Base.
• Create clear, accurate, useful documentation for support agents and customers; identify content gaps using tickets, AI chat, searches, NPS, and customer feedback.
• Use AI writing and content tools, evaluate AI-enabled content solutions, and set guardrails for accuracy, brand consistency, and customer trust.
• Maintain scalable documentation taxonomy, content freshness and review frameworks, ownership models, and lightweight governance.
• Manage and mentor a Content Strategist; scope assignments, develop the team, and build a collaborative culture.
• Partner across teams to align priorities with product roadmaps, launches, and customer feedback; test support tools, chatbots, and deflection systems.
• Represent Knowledge & Enablement in leadership discussions using data and customer insights.

Required qualifications

• At least 8 years in technical writing, content strategy, knowledge management, or documentation operations, including 2 years owning a function or program in a leadership or senior individual contributor role.
• Experience in SaaS or technical support and understanding of knowledge's impact on customer success and support efficiency.
• Hands-on, daily AI-tool experience for content work, with measurable results.
• Track record building or substantially improving a knowledge or enablement program and tying results to business metrics.
• Experience managing or mentoring writers or content contributors.
• Ability to analyze support data and report function-level outcomes.
• Strong communication and collaboration, including translating technical input and presenting to senior leaders.

Bonus qualifications

• Experience with documentation platforms, static site generators, Markdown, Git, or similar tools.
• Familiarity with support enablement, onboarding content, or internal training documentation.
• Experience with localization or documentation for multiple product lines.
• Background in AI-powered self-service support, including chatbots, intelligent search, or automated content recommendations.

Workplace

• Auvik describes its team as fully distributed and supports working from home or another chosen workspace.

Compensation and benefits

• Hiring range is CAD 116,000–151,000; the salary cadence is not stated.
• Full-time employees receive stock options and may participate in health and dental coverage, wellness spending, retirement matching, flexible paid time off, parental leave, and remote-work subsidies.

Hiring process

• Interviews take place via Zoom, and candidates complete a five-minute Predictive Index assessment before meeting the hiring manager.
• The company states that AI supports administrative hiring tasks but does not interview, screen, or assess candidates or determine advancement.