Director, Knowledge Management

Employ Inc. provides people-first recruiting solutions that empower companies to overcome their greatest hiring challenges. Serving SMBs to global enterprises, Employ focuses on the unique recruiting needs of each organization — from simple hiring to sophisticated talent acquisition.

Employ is the only organization to offer companies choice in their hiring solutions, providing a curated set of recruiting technologies and services. By prioritizing people ahead of products, Employ helps companies grow, scale, and thrive through personalized choice, collective intelligence, and lasting relationships. Together, Employ and its brands (JazzHR, Lever, Jobvite and NXTThing RPO) serve more than 21,000 customers across multiple industries. For more information, visit www.employinc.com.  ​

About this Role: 

• As the Director of Knowledge Management, you will spearhead the development and optimization of our Help Centers, Product Documentation, and Self-Service Support channels. Your mission will be to craft a cohesive, intuitive, and comprehensive self-service experience that empowers customers to resolve their issues independently, while significantly reducing support costs. You will aid in the strategic planning and execution of initiatives that enhance user experience, ensuring that both customers and internal teams have access to precise, timely, and valuable resources. Your leadership will be essential in driving customer empowerment and satisfaction through robust documentation and self-service solutions.

What You’ll Do: 

• Help Center Leadership:

  • Oversee the development, maintenance, and continuous improvement of Help Centers for all Employ brands, ensuring they are user-friendly, up-to-date, and comprehensive.
  • Collaborate with cross-functional teams (Product, Engineering, Customer Success, etc.) to ensure the Help Centers reflect the latest product updates, features, and best practices.
  • Implement data-driven strategies to improve Help Center content, increasing self-service success rates and reducing the volume of support tickets.

  Product Documentation Management:

  • Lead the creation and maintenance of high-quality product documentation, ensuring it is clear, concise, and accessible to all users.
  • Work closely with product managers, developers, and UX/UI designers to document new features and updates, keeping alignment with the product roadmap.
  • Establish and enforce documentation standards and guidelines to ensure consistency and clarity across all materials.

  Self-Service Strategy:

  • Aid in the development of and lead the execution of a comprehensive self-service strategy that empowers customers to find answers quickly and resolve issues independently.
  • Analyze customer support data to identify trends, common issues, and opportunities for improving self-service resources.
  • Implement and manage self-service tools, such as AI-powered chatbots, interactive guides, and FAQs, to enhance the customer experience.

  Team Leadership and Development:

  • Lead, mentor, and develop a high-performing team of product documentation specialists.
  • Foster a culture of continuous improvement, innovation, and customer-centricity within the team.
  • Set performance goals, conduct regular performance reviews, and provide ongoing coaching and feedback.

  Customer Feedback and Insights:

  • Gather and analyze customer feedback to inform content improvements and self-service initiatives.
  • Collaborate with the Customer Success and Product teams to ensure that customer insights are integrated into product development and support strategies.
  • Monitor key performance indicators (KPIs) related to customer support, self-service adoption, and customer satisfaction.

  Cross-Functional Collaboration:

  • Partner with Product, Engineering, Marketing, and Customer Success teams to align support content and initiatives with overall company goals.
  • Advocate for customer needs within the organization, ensuring that self-service solutions are aligned with user expectations and business goals.

  Technology and Innovation:

  • Stay up to date with industry trends and emerging technologies in customer support and self-service.
  • Evaluate and implement new tools and technologies to enhance the Help Center, product documentation, and self-service capabilities.
  • Drive innovation by exploring new ways to leverage AI, machine learning, and automation in customer support.

What You’ll Bring: 

• • Bachelor’s degree in a relevant field (e.g., Business, Communications, Information Technology) or equivalent experience. Advanced degree preferred.
  • 8+ years of experience in customer support, technical writing, or a related field, with at least 5 years in a leadership role.
  • Proven experience managing Help Centers, product documentation, and self-service initiatives for a SaaS company.
  • Strong understanding of customer support best practices, self-service strategies, and knowledge management.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to work cross-functionally and influence stakeholders at all levels of the organization.
  • Experience with support tools and platforms (e.g., Zendesk, Salesforce, Confluence, etc.) and familiarity with AI and automation technologies in customer support.
  • Strong analytical skills with the ability to use data to drive decisions and improvements.