Manager, Knowledge & Enablement, Global Support

Role overview

Strategy and team leadership

• Set strategy, priorities, approach, and success measures; create and maintain a roadmap informed by customer needs, support data, product releases, and business priorities.
• Set quality standards, editorial guidelines, benchmarks, and measurable criteria.
• Manage and mentor a Content Strategist; translate priorities into scoped assignments and build a collaborative, high-output team culture.

Content and measurement

• Create and maintain customer- and agent-focused documentation, internal knowledge resources, self-service pathways, and enablement content.
• Use support tickets, AI chat interactions, search behavior, NPS feedback, and customer input to identify gaps and underperforming content.
• Manage and improve the public Knowledge Base's searchability and usability; track deflection, resolution, adoption, agent effectiveness, and support efficiency.

AI, governance, and partnerships

• Use AI writing tools, AI-assisted editing, and automated content auditing; evaluate AI-powered content solutions and establish accuracy, brand, and trust guardrails.
• Maintain scalable taxonomies, freshness frameworks, review cycles, ownership models, and lightweight editorial governance.
• Partner on product roadmaps, feature launches, customer feedback, support tools, chatbots, and ticket-deflection systems.

Required qualifications

• 8+ years in technical writing, content strategy, knowledge management, or documentation operations, including 2+ years in a leadership or senior individual-contributor role owning a function or program.
• Experience in SaaS or technical support and understanding of knowledge's impact on customer success and support efficiency.
• Daily hands-on use of AI tools for content work, with demonstrable results.
• Track record building or significantly improving a knowledge or enablement program, including strategy, taxonomies, governance, and measurable outcomes.
• Experience managing or mentoring writers or content contributors; strong analytical, communication, and collaboration skills.

Bonus qualifications

• Documentation platforms, static site generators, Markdown, or Git experience; support enablement, onboarding, or internal training content.
• Content localization, documentation across multiple product lines, or AI-powered self-service support experience.

Work arrangement

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