5+ years in knowledge management or technical documentation
Proficiency in zendesk guide and salesforce
Experience with conversational ai platforms like ada or intercom
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SurveyMonkey is seeking a Manager for Knowledge Systems & Automation to lead the development of their self-service strategy, focusing on optimizing the Help Center and chatbot experience. The ideal candidate will have extensive experience in Knowledge Management and technical documentation, particularly in the SaaS sector.
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Job Summary
The role involves designing and running the information architecture that powers AI-driven support across SurveyMonkey's Help Center and chatbot.
Candidates will lead a team to optimize intents, flows, and routing to resolve high-volume contacts while maintaining customer satisfaction.
This is a hybrid position requiring three days per week in the SurveyMonkey office in Heredia, Costa Rica.
Matching Summary
Match Score: 75
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SurveyMonkey is seeking a Manager for Knowledge Systems & Automation to lead the development of their self-service strategy, focusing on optimizing the Help Center and chatbot experience. The ideal candidate will have extensive experience in Knowledge Management and technical documentation, particularly in the SaaS sector.
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Skills & Requirements
Must-have
5+ years in Knowledge Management or Technical Documentation
Proficiency in Zendesk Guide and Salesforce
Experience with conversational AI platforms like Ada or Intercom
Strong Information Architecture and taxonomy skills
Hands-on leadership of technical writers and designers
Nice-to-have
HTML/CSS and templating experience
Analytics tools for tracking user behavior
AI drafting and translation workflow development
Player-coach management style
SaaS industry background
Key Requirements
5+ years experience in Knowledge Management or Content Strategy
Proven ownership of Help Center or self-service function
Experience managing content lifecycle and quality processes