[Hiring] Director of Knowledge Management @Ashby

Role Description

Hello! I’m Allie, Head of Support at Ashby. 👋 Knowledge is one of the most important levers we have for delivering a great customer experience. Our knowledge ecosystem shapes how customers learn Ashby, how our Specialists resolve tickets, and how many customers never need to file a ticket at all. We have a tenured, talented Knowledge Management team doing excellent work. What we’re missing is someone to unify its work into a single, strategic practice.

That’s why we’re hiring our first Director of Knowledge Management. You’ll lead a team of Knowledge Managers and expand the team into new areas, including Digital Support experience and content localization.

You’ll set the vision, standards, and operating model that connect our customer-facing Help Center, internal Knowledge Base, and the self-service and in-app experiences built on them, including our AI Assistant. You’ll coach and develop a team that is growing and taking on new kinds of work, and you’ll be the voice of Knowledge in conversations with Support, Customer Success, Product, Engineering, and beyond.

What you’ll own:

• Set the Direction for Knowledge:
  • Define the vision, roadmap, and success measures for Knowledge Management across internal and external content.
  • Identify the highest-impact opportunities to improve the knowledge ecosystem and sequence them against team capacity.
  • Build a clear model for content ownership, governance, and quality, streamlining how content is created, reviewed, and kept current as our product evolves.
  • Champion Knowledge-Centered Service (KCS) practices and drive adoption across Support.
• Lead and Develop the Team:
  • Coach and develop Knowledge Managers through specific feedback on their work, clear career paths, and growth opportunities.
  • Evolve the team’s structure and divide work in the way that best serves customers and the business, with room to move beyond the current internal/external split.
  • Hire and onboard new team members next year, including Knowledge Managers, a Digital Support experience role, and a localization role.
• Shape the AI Assistant’s Self-Service Experience:
  • Co-own the AI Assistant’s self-service experience with Product, aligning on strategy, roadmap, and quality and partnering with Support, Support Operations, and Engineering on design and testing.
  • Help lead both declarative flows (structured, designed paths) and generative flows (AI-composed answers grounded in our content), and decide when each is the right tool.
  • Shape how content is structured, tagged, and governed so the Assistant surfaces accurate, current answers.
• Build Our Localization Strategy:
  • Build our localization strategy for Help Center content and drive the translation strategy for Customer Education, balancing quality, speed, and cost.
  • Define priorities for languages, content types, and tooling, and put processes in place to keep translated content in sync with the source.
• Measure and Improve Results:
  • Define and report on knowledge health, including content usage, search success, deflection, article quality, freshness, and the impact of knowledge on ticket volume and handle time.
  • Measure how well the AI Assistant resolves customer questions, and use those conversations, ticket trends, customer feedback, and Specialist input to identify gaps and set content priorities.
• Partner Across Ashby:
  • Work closely with Customer Education and internal enablement in RevOps to align on ownership, standards, and a shared view of the customer and employee learning journey.
  • Partner with Product Marketing and Engineering so documentation keeps pace with releases and launches.

Qualifications

• Multiple years of experience leading knowledge management or content programs, setting strategy and building processes that scale with the business, ideally in B2B SaaS Support or Customer Experience.
• Experience managing a team of content or knowledge professionals, including coaching people at different levels of experience.
• Ability to connect knowledge across internal and external audiences, aligning Support, Product, Marketing, Engineering, and enablement teams around clear ownership and shared standards.
• Experience designing or operating self-service or AI-assisted support experiences, including both structured and generative flows, and a point of view on how knowledge quality shapes their performance.
• Experience defining success measures for knowledge and using data to prioritize and make tradeoffs.
• Comfort working in ambiguity as the function’s first dedicated leader, building on existing practices while setting a clear direction.
• Strong writing and editing instincts. You’ll stay close enough to the work to set a high quality bar and give specific feedback.
• Experience with KCS or comparable methodologies.

Requirements

• You’ve led a knowledge management, documentation, or content program and managed a team of knowledge or content professionals.
• You’ve designed or operated self-service or AI-assisted support experiences, including structured and generative flows, and understand how knowledge quality affects their performance.
• You’re a strong writer and editor who can give specific feedback on the work, coach people at different levels, and help them grow.
• You see knowledge as a strategic lever for customer experience and can bring teams together around clear ownership, shared standards, and measurable results.
• You’re excited to build on an experienced team, shape how the function operates, and expand into new areas like Digital Support experience and localization.

Benefits

• Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.
• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby—do it when you feel financially comfortable.
• Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• A $1,200 annual learning and professional-development budget.
• A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
• Extended health benefits for you and your dependents (subject to availability with our Employer of Record).
• Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.