Customer Success Enablement Specialist – Knowledge Management, AI

Jobtailor

Vancouver

On-site

CAD 70,000 - 110,000

Full time

2 days ago

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Job summary

Jobtailor in Vancouver, Canada, seeks a Knowledge Manager/Technical Writer to create, curate, and improve knowledge assets for AI-enabled experiences. You will collaborate with Product, AI, Data, and Customer Success teams to translate updates into trusted content, ensure accuracy, and maintain onboarding resources.

Responsibilities include developing SOPs, workflows, taxonomy, and metadata, plus implementing Docs-as-Code practices with GitHub.

Qualifications

Experience in knowledge management, technical writing, enablement, or a related field within a SaaS or customer-facing organization.
Track record of creating and maintaining high quality knowledge content using platforms such as Confluence, Guru, Notion, or Helpjuice.
Knowledge of established knowledge management practices such as Knowledge-Centered Service (KCS).
Hands-on experience administering modern help desk and knowledge base software such as Zendesk Guide, Intercom, Help Scout, or Document360.
Familiarity with HTML and CSS for custom formatting; basic Markdown preferred.
Hands-on experience with Git-based documentation workflows and Docs as Code using GitHub.

Responsibilities

Create, maintain, and continuously improve knowledge assets throughout their lifecycle.
Ensure knowledge assets remain accurate, discoverable, version controlled, and aligned with knowledge management and AI readiness standards.
Develop knowledge base articles, SOPs, workflows, playbooks, and enablement content.
Apply technical writing, information architecture, taxonomy, metadata, and content standards for human and AI use.
Partner with Product, AI, Data, Customer Success, and SMEs to translate product releases and updates into trusted knowledge.
Use QA findings, Voice of Customer insights, search analytics, frontline feedback, and AI signals to identify gaps and improve content.
Create and maintain onboarding resources, reference materials, and performance support content.
Support AI-powered workflows and validate knowledge quality for conversational and AI-enabled experiences.
Report to the Senior Manager, Enablement & Knowledge Systems

Skills

Knowledge Management

Technical Writing

Content Design

AI-Enabled Knowledge Systems

SaaS Experience

Collaboration

Organization

Prioritization

Editorial Judgment

Time Management

Documentation Creation Process

Tools

Confluence

Guru

Notion

Helpjuice

Zendesk Guide

Intercom

Help Scout

Document360

GitHub

Job description

Create, maintain, and continuously improve knowledge assets throughout their lifecycle
Ensure knowledge assets remain accurate, discoverable, version controlled, and aligned with knowledge management and AI readiness standards
Develop knowledge base articles, SOPs, workflows, playbooks, and enablement content
Apply technical writing, information architecture, taxonomy, metadata, and content standards for human and AI use
Partner with Product, AI, Data, Customer Success, and subject matter experts to translate product releases, process updates, and operational changes into trusted knowledge
Use QA findings, Voice of Customer insights, search analytics, frontline feedback, and AI performance signals to identify gaps and improve content
Create and maintain onboarding resources, reference materials, and performance support content
Support AI-powered workflows and validate knowledge quality for conversational and agentic AI, agent assist, search, self-service, and other AI-enabled experiences
Report to the Senior Manager, Enablement & Knowledge Systems

Requirements

Experience in knowledge management, technical writing, enablement, or a related field within a SaaS or customer-facing organization
Track record of creating and maintaining high quality knowledge content using platforms such as Confluence, Guru, Notion, or Helpjuice
Knowledge of established knowledge management practices such as Knowledge-Centered Service (KCS)
Hands-on experience administering modern help desk and knowledge base software such as Zendesk Guide, Intercom, Help Scout, or Document360
Familiarity with HTML and CSS for custom formatting
Basic Markdown highly preferred
Hands-on experience with Git-based documentation workflows and Docs as Code approaches using GitHub
Strong technical writing, information architecture, and content design skills
Experience with taxonomy, metadata, tags, and content standards
Technical curiosity and aptitude, including comfort with platform settings and API documentation
Ability to create clean, annotated screenshots or GIFs
General knowledge of coding, software design, servers, databases, networks, cloud, certificates, and middleware
Experience owning the end-to-end documentation creation process
Strong time-management skills and ability to provide clear status updates
Experience preparing knowledge for AI-enabled experiences, including conversational and agentic AI, agent assist, LLM-based search, self-service, or other AI-powered knowledge systems
Strong editorial judgment and continuous improvement mindset
Excellent collaboration skills across Product, AI, Data, Customer Success, and subject matter experts
Strong organization and prioritization skills

Demonstrates expertise in knowledge management and technical writing, with a strong focus on creating and maintaining high-quality knowledge content for AI-enabled experiences. Proficient in collaborating with cross-functional teams to ensure knowledge assets are accurate, discoverable, and aligned with industry standards.

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