[Hiring] Knowledge and Enablement Manager @Arketa

Role Description

A great help center earns its keep. Partners find their own answers, agents have the right one at hand, and the support team learns faster than the business changes. We're hiring our first Knowledge and Enablement Manager to build that at Arketa.

Reporting to the VP of Customer Experience, you'll own the help center, the internal knowledge base agents and AI assistants learn from, the SOPs that keep the team consistent, and the recurring training that keeps our frontline sharp. You'll set the strategy and deliver against it yourself. Especially in year one, you'll be writing articles, building training, and running sessions, not just directing others. This is an IC role today with a path to a larger function as the program scales.

What You’ll Do:

• Own the Arketa help center end-to-end: content strategy, article quality, gap identification, and the metrics that determine whether it's actually deflecting tickets.
• Shape and own Arketa's knowledge and training strategy: where we invest, what we deprioritize, how the program evolves as we scale.
• Maintain a prioritized gap queue fed by ticket data, search zero-result queries, and signals from AI answer accuracy, and ship articles that close those gaps.
• Build and run a frontline training program: produce "meeting-in-a-box" training packages (talking points, scenarios, reference docs, quick assessments).
• Consistently prioritize what gets trained based on signal, not vibes.
• Build and maintain the internal knowledge base, SOPs, and onboarding content support agents rely on.
• Build a content quality system from scratch (style guide, article templates, QA rubric) and direct a part-time content contributor.
• Instrument the help center with Engineering and own the metrics: self-service rate, contact-after-view by article, search zero-result rate, and training completion / post-training performance lift.

Qualifications

• 3 to 5 years owning a help center, knowledge base, or customer education program at a SaaS company, with measurable outcomes.
• A player-coach disposition.
• Demonstrated experience owning both external-facing knowledge and internal documentation or training content simultaneously.
• Experience writing and structuring knowledge content for AI-enabled support.
• Experience evaluating AI answer quality at scale.
• Comfortable using AI as a working partner in your own craft.
• Experience designing and delivering recurring training content for frontline teams.
• Strong analytical instincts.
• Experience building a content quality system from scratch.
• Comfortable in a fast-moving Series A environment.

Bonus:

• You've worked in or with boutique fitness, wellness, or SMB SaaS, or run a wellness business, taught fitness, or been a partner-side user of a platform like Arketa.

Benefits

• Ownership and Opportunity for Advancement
• Competitive Salary and Stock Options
• Unlimited PTO
• Medical, dental and vision health insurance
• Fitness Class Reimbursement
• Parental Leave Policy