CX Knowledge Specialist

Highlights

• Own the source of truth powering specialists and AI Support agent answers.
• Build AI-assisted workflows to draft, refresh and detect stale content.
• Mine ticket and search signals to close gaps and cut resolution time.

What they offer

• Equity
• Bonus

Ideal candidate

A systems-minded writer with 5+ years in knowledge or support ops who loves turning complex product change into clear, retrievable truth and building AI-first workflows that keep pace with weekly shipping.

Requirements

• 5+ years of experience in knowledge management, support operations, technical writing, or content operations
• Hands-on experience with knowledge base platforms (Zendesk, Notion, or similar), including structuring, migrating, and maintaining content at scale
• Comfortable using LLMs in daily workflow to write, maintain, or improve content
• Systems thinker and strong writer who turns complex technical details into clear, retrievable content
• Comfortable operating at fast pace where product changes weekly
• Uses data like ticket trends, search behavior, and QA findings to prioritize work
• Builds strong relationships with cross-functional SMEs to get content reviewed and adopted