Knowledge Base Specialist

Nobul Resourcing Solutions; United Kingdom; Remote; GBP 42,000 - 60,000; Full time

Job summary

Nobul Resourcing Solutions Limited is hiring a Knowledge Base Specialist for a growing B2B SaaS business. This fully remote UK role focuses on owning the knowledge base, improving self-service, and aligning with Product and Engineering.

You will craft how-to guides and troubleshoot content for non-technical users, and drive ongoing content improvements. Work with Product and Engineering to capture changes, audit content, and design learning paths.

Qualifications

• Two or more years in technical writing, content design or knowledge base management for a SaaS or technical product.
• Experience working with Product and Support teams in a fast-moving software company.
• Familiarity with help centre platforms and using analytics to improve content.
• Ability to translate technical concepts for non-technical users.
• Experience building a help centre from scratch; familiarity with AI drafting or accessibility best practices.

Responsibilities

• Own the knowledge base: structure, taxonomy, search logic and customer journey.
• Write and edit how-to guides, workflow tutorials and troubleshooting content for non-technical users.
• Audit existing content, merge duplicates and retire outdated material.
• Design learning paths and monitor helpfulness scores, search trends and deflection.
• Maintain the style guide and keep documentation in step with every release.

Skills

Technical writing

Content design

Knowledge base management

Engineer collaboration

Analytics-driven content

Tools

Zendesk

Intercom

Confluence

Job description

Knowledge Base Specialist | B2B SaaS | Fully Remote (UK)

Our client is a growing UK software business whose platform helps operationally complex, regulated businesses run their day-to-day and stay compliant. The product is getting bigger, the customer base is getting bigger, and the volume and complexity of support is growing with both.

Right now, knowledge sits across teams. Some of it is in the help centre, some of it is in people's heads, and a fair amount of what is published is out of date or hard to follow. Customers don't always find the answer, so they raise a ticket instead. Internal teams don't always have a single place to point them.

That is the problem this role exists to fix.

The role

You'll own the knowledge base. Not just the writing, but the structure, the search logic, the taxonomy and the journey a customer takes from "I'm stuck" to "sorted". You'll work directly with the Head of Operations to define a self‑service strategy that scales, and you'll sit close enough to Product and Engineering to capture what's changing at the source, before it lands on a support queue.

In practice that means writing and editing how‑to guides, workflow tutorials and troubleshooting content that a non‑technical customer can actually use. Auditing what exists, merging duplicates and retiring the dead weight. Designing learning paths rather than lists of articles. Watching helpfulness scores, search trends and deflection rates, and using them to decide what gets fixed next. Owning the style guide and keeping documentation in step with every release.

This is a remote‑first business with an established habit of getting the team together in person, so expect quarterly UK offsites, an annual full‑team offsite and the occasional trip to a client site.

Who this suits

You have two or more years in technical writing, content design or knowledge base management for a SaaS or technical product, and you've done it inside a fast‑moving software company alongside Product and Support teams. You're technically comfortable enough to sit with an engineer, understand what they've built and translate it into something a busy operations manager can follow. You know your way round a help centre platform such as Zendesk, Intercom or Confluence, and you use the analytics rather than just publishing and hoping.

Even better if you've built a help centre from scratch, you're already using AI tools to speed up drafting and tagging, or you know accessibility best practice for documentation