The role involves leading a team to transform support content and knowledge operations to measurably deflect contact volume using AI
Job Summary
The role involves leading a team to transform support content and knowledge operations to measurably deflect contact volume using AI.
Candidates must define content strategy and architecture for both customer-facing help centers and internal agent knowledge bases across Auctane brands.
The position requires hands-on evaluation of AI tools to increase content velocity and ensure content is optimized for AI agent consumption.
Matching Summary
The role involves leading a team to transform support content and knowledge operations to measurably deflect contact volume using AI.
Skills & Requirements
Must-have
3+ years content operations experience
1+ years people management role
Knowledge base governance and taxonomy
AI tools for content drafting and QA
Cross-functional collaboration with Product
Content performance metrics and KPIs
Nice-to-have
SaaS or e-commerce environment experience
Structured authoring principles DITA
Multi-brand content management
Data-driven decision making skills
Experience with Paligo or Zendesk Guide
Key Requirements
3+ years in content operations or technical writing
1+ years in people management or team lead role
Hands-on experience managing knowledge base platforms