Manager, Support Content & Knowledge

Auctane

Austin, TX, United States
On-site
3+ years content operations experience
1+ years people management role
Hands-on knowledge base management
This role is responsible for transforming support content operations to measurably deflect contact volume through a reset of the knowledge base

Job Summary

  • This role is responsible for transforming support content operations to measurably deflect contact volume through a reset of the knowledge base.
  • The successful candidate will leverage AI tools to increase content velocity and ensure knowledge is optimized for AI agent performance.
  • You will lead a team of 3-8 writers and specialists to define strategy, architecture, and execution across multiple Auctane brands.

Matching Summary

This role is responsible for transforming support content operations to measurably deflect contact volume through a reset of the knowledge base.

Skills & Requirements

Must-have

  • 3+ years content operations experience
  • 1+ years people management role
  • Hands-on knowledge base management
  • AI tools for content drafting
  • Cross-functional collaboration with Product
  • Content taxonomy and governance
  • Jira workflow management

Nice-to-have

  • SaaS or e-commerce environment experience
  • Structured authoring principles (DITA)
  • Multi-brand content management
  • Data-driven decision making skills
  • Component-based CMS familiarity

Key Requirements

  • 3+ years in content operations or technical writing
  • 1+ years in people management or team lead role
  • Experience managing help centers and content governance
  • Comfort using AI tools actively in content workflows

Work Rights

Not specified

Tailored Resume

Cover Letter