Knowledge Base Owner

1 month ago
Full-time
Senior
Technical Writing and Documentation
Caseware

Caseware

CaseWare International Inc. provides cutting-edge software solutions for accounting firms, corporations, and governments, enabling users worldwide to work smarter and transform insights into impact.

Internet Software & Services
251-1K
Founded 1988

Description

  • Lead global customer support knowledge base management strategy, governance, and content standards.
  • Expand knowledge strategy across help center content, macros, internal enablement, and in-product guidance.
  • Own the end-to-end content lifecycle, including intake, authoring, review, publishing, and retirement.
  • Define standards for multimedia assets such as screenshots, GIFs, and videos.
  • Use customer and teammate feedback, search data, and AI signals to improve automated and proactive support experiences.
  • Partner with Conversation Design and Systems teams to structure knowledge for conversational AI journeys in Fin.
  • Ensure taxonomy, metadata, and search tuning support strong retrieval and content deflection.
  • Work with Support, Product, Education, and Regional Leaders to align knowledge with product changes and customer needs.
  • Use analytics tools such as Power BI to measure search success, article performance, and deflection outcomes.
  • Ensure content accuracy, permissions, visibility rules, and reduction of stale, broken, or duplicate content.

Requirements

  • 5+ years of experience in SaaS knowledge management or related roles.
  • Expertise with Salesforce Knowledge and enterprise taxonomy/IA practices.
  • Experience preparing knowledge for AI-driven support, including LLMs and FinAI.
  • Strong analytical skills with experience using Power BI or similar tools.
  • Ability to influence cross-functional stakeholders and drive governance adherence.
  • Strong empathy for customer needs and ability to translate behavioural insights into knowledge improvements.
  • Excellent communication, content strategy, and editorial skills.
  • Experience applying SEO, web analytics, and AI-ready content best practices.
  • KCS certification or similar frameworks preferred.
  • Experience with Intercom FinAI, Tableau, Jira, Confluence, workflow automation, triggers, macros, or APIs is relevant to the role.

Interested in this position?

Apply directly on the company website

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