Base: cad $92,650 - $109,000pyear; bonus: may be o...
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5+ years in knowledge management or technical documentation
Experience owning a help center or self-service function
Proficiency in kb platforms like zendesk guide
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SurveyMonkey is seeking a Manager of Knowledge Systems & Automation to lead their self-service strategy, focusing on enhancing their Help Center and customer-facing chatbot. The ideal candidate should have extensive experience in knowledge management, technical documentation, and content strategy, particularly in a SaaS environment.
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Job Summary
SurveyMonkey is seeking a forward-thinking leader to execute its self-service strategy across the Help Center and customer-facing chatbot.
The role involves leading a team of technical writers and conversational designers to ensure customers receive accurate answers through content, automation, or seamless handoffs.
Employees benefit from a competitive package including medical, dental, vision, RRSP matching, and a hybrid work model requiring up to one day per week in the Ottawa office.
Matching Summary
Match Score: 75
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SurveyMonkey is seeking a Manager of Knowledge Systems & Automation to lead their self-service strategy, focusing on enhancing their Help Center and customer-facing chatbot. The ideal candidate should have extensive experience in knowledge management, technical documentation, and content strategy, particularly in a SaaS environment.
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Salary
Base: CAD $92,650 - $109,000/year; Bonus: May be offered as part of total compensation; Benefits: Medical, dental, vision, life, disability, RRSP matching, flexible spending, paid holidays, PTO
Skills & Requirements
Must-have
5+ years in Knowledge Management or Technical Documentation
Experience owning a Help Center or self-service function
Proficiency in KB platforms like Zendesk Guide
Experience with conversational AI chatbots like Ada or Intercom
Strong information architecture skills for scalable knowledge structures
Nice-to-have
HTML/CSS and templating experience
Analytics tools proficiency for tracking user behavior
Hands-on leadership player-coach style
SaaS industry background preferred
CRM experience with Salesforce
Key Requirements
5+ years experience in Knowledge Management or Technical Documentation
Proven track record owning a Help Center or self-service function