[Hiring] Senior Knowledge Base Specialist @Togetherwork

Role Description

We are looking for a Senior Knowledge Base Specialist to serve as the owner of all customer-facing help centers and knowledge bases across the Togetherwork portfolio. This role is responsible for the quality, accuracy, organization, and completeness of knowledge content supporting 33+ SaaS products and 12+ vertical markets. The Senior Knowledge Base Specialist partners closely with Support, Product, Engineering, and Customer Education to ensure customers have accurate, accessible, and always-current documentation—driving self-service adoption, ticket deflection, and long-term customer success.

What you'll do:

• Knowledge Base Ownership & Strategy
  • Own the quality, accuracy, organization, and completeness of all customer-facing knowledge bases and help centers across the Togetherwork product portfolio.
  • Define and maintain content standards, taxonomy, article templates, and style guidelines to ensure a consistent, high-quality experience across all products.
  • Establish and operate a structured content audit cadence to identify outdated, missing, or underperforming articles and drive them to resolution.
  • Build and maintain dashboards tracking knowledge base health metrics: article coverage, search success rate, deflection rate, customer satisfaction scores, and content freshness.
• Cross-Functional Coordination & Content Operations
  • Serve as the primary liaison between Support, Product, Engineering, and Customer Education to ensure knowledge base content stays current with every product release, update, or change.
  • Build and manage a lightweight intake and review process so that product launches, feature updates, and bug fixes automatically trigger knowledge base updates.
  • Partner with Support to analyze ticket trends and identify content gaps, converting high-volume issues into clear, searchable self-service articles.
  • Partner with Product and Engineering to review release notes, changelogs, and internal documentation, translating technical detail into customer-ready content.
  • Coordinate with Customer Education to align knowledge base content with training materials, onboarding journeys, and certification programs.
• Content Writing & Editorial Excellence
  • Write, edit, and publish clear, accurate, and well-structured help articles, how-to guides, release notes, FAQs, and procedural documentation for a non-technical customer audience.
  • Adapt tone, depth, and format to serve customers across a wide range of technical comfort levels—from novice users to power administrators.
  • Maintain editorial rigor: every article should be findable, scannable, and actionable.
  • Manage the full content lifecycle from creation through review, publication, versioning, and retirement.
• AI-Enabled & Data-Driven Ways of Working
  • Lead Togetherwork's use of AI tools to scale knowledge base authoring—leveraging AI to draft, expand, and revise content efficiently without sacrificing accuracy or voice.
  • Design and operate AI-assisted audit workflows to systematically review content for accuracy, completeness, clarity, and alignment with current product functionality.
  • Evaluate and implement AI authoring and knowledge management tools that improve team productivity and content quality.
  • Establish guardrails and quality control processes to ensure AI-generated or AI-assisted content meets Togetherwork's standards before publication.
  • Use data, dashboards, and AI-supported insights to monitor knowledge base health and identify content risks early.
  • Continuously build AI literacy and apply AI-enabled practices as part of day-to-day content operations.
• Search Optimization & Findability
  • Optimize knowledge base content for internal search, ensuring customers can find answers quickly and support ticket deflection is measurable.
  • Analyze search data to identify failed queries and content gaps, closing them proactively.
  • Apply SEO best practices where applicable to drive organic discovery of public-facing help content.

Qualifications

• 3–6 years of experience in knowledge management, technical writing, content strategy, or documentation roles—ideally within a B2B SaaS environment.
• Demonstrated experience owning and managing a customer-facing knowledge base or help center at scale, including content auditing, governance, and quality programs.
• Strong content writing skills with a portfolio showing the ability to translate complex product functionality into clear, accessible customer-facing documentation.
• Hands-on experience using AI tools (such as ChatGPT, Claude, Notion AI, or similar) for content drafting, editing, summarizing, and auditing—including building repeatable AI-assisted workflows.
• Experience coordinating content updates across cross-functional stakeholders including Product, Support, Engineering, and Customer Success.
• Familiarity with knowledge base platforms such as Zendesk, Confluence, Guru, Document360, HelpDocs, or similar tools.
• Experience with content analytics: search performance, deflection rate, article satisfaction scores, and coverage analysis.
• Strong editorial instinct for clarity and structure; ability to distinguish between technically correct and genuinely useful content.
• Data-informed approach to prioritization using search data, ticket trends, and satisfaction scores.
• Detail-oriented, organized, and execution-focused with strong follow-through.
• Collaborative team player aligned to shared outcomes and delivery standards.
• Proficient with Windows, Microsoft Office, and Adobe Acrobat applications.
• Excellent written and oral communication skills.

Benefits

• Salary Range: $100,000 – $102,000 + 5% bonus.
• Medical, dental, and vision insurance options.
• 100% Employer paid short/long term disability.
• Basic Life.
• 401(k) option with 100% company match up to 4%.
• Flexible paid personal/vacation time built on mutual trust and accountability.
• 10 sick days annually.
• 10 company paid holidays.
• 6 weeks paid parental leave.