Knowledge Manager

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🔥 0 minutes ago

🌐 United Kingdom, Ireland – Remote

🇬🇧 United Kingdom – Remote 🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📚 Learning and Development

👻 Ghost score 10%

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Benefex

WebsiteLinkedInAll Job Openings

501 - 1000 employees

👥 HR Tech

💰 Venture Round on 2011-10

HR Tech

Benefex is a company that builds workplace technology designed to enhance the employee experience. Their platform, OneHub, integrates various aspects of employee benefits, reward and recognition, wellbeing programs, and workplace communications, creating a centralized hub for these services. By partnering with leading organizations, Benefex aims to revolutionize people technology, positively impacting nearly a million employees across 30 countries.

📋 Description

• Own the creation and continuous improvement of the support knowledge base within Zendesk • Lead the end-to-end lifecycle of knowledge content, including creation, review, publication, maintenance, and retirement • Embed Knowledge-Centred Service principles across the support organisation • Coach agents and team leads to capture, reuse, and improve knowledge in daily workflows • Partner with AI and Tooling teams to structure, tag, and optimise the knowledge base for AI-driven capabilities • Drive self-service and deflection by improving help centre content discoverability, quality, and customer-readiness • Establish and monitor knowledge KPIs such as article usage, deflection rates, content health, and AI answer accuracy • Report performance and insights to the Senior Operations Lead and wider leadership team • Collaborate with Product, Operations, Support Engineering, and Regional Support Leaders • Govern content quality and compliance, including brand, accuracy, accessibility, regulatory, and data protection requirements • Use feedback from agents, customers, and AI performance data to refine content and fill knowledge gaps • Support enablement and training for new and existing agents • Perform other duties assigned from time to time

🎯 Requirements

• Proven experience in a knowledge management role within a customer or employee support environment, ideally at scale across multiple regions or product lines • Hands-on experience optimising a knowledge base within Zendesk Guide or equivalent platforms such as Salesforce Knowledge, Intercom, or ServiceNow • Strong understanding and practical application of Knowledge-Centred Service (KCS) methodology, ideally with KCS certification or equivalent • Demonstrable experience structuring and optimising content to power AI-driven tools such as Zendesk AI agents, generative search, chatbots, or intelligent triage • Track record of driving measurable improvements in self-service, deflection rates, CSAT, and first contact resolution through knowledge initiatives • Experience establishing governance frameworks, content lifecycle processes, and quality standards across a global knowledge base • Experience managing translations and localisation of content • Strong background in cross-functional collaboration with Product, Operations, Support Engineering, and AI/Tooling teams • Experience defining and reporting on knowledge KPIs to senior stakeholders • Excellent written communication and editorial skills, with the ability to translate technical or complex topics into simple, accessible language • Experience coaching and enabling support teams to contribute to and use the knowledge base effectively • Familiarity with AI, automation, and emerging support technologies • Comfortable working in a fast-paced, transformation-led environment, balancing strategic thinking and hands-on delivery • Proficient in Microsoft Office tools, including Excel (data analysis, pivot tables), Word, PowerPoint, Outlook, and Teams • Must be based in the UK or Ireland • Benifex is unable to offer visa sponsorship

🏖️ Benefits

• Flexible work – choose a working setup that works for you • 25 days holiday plus your local bank holidays • Your birthday off • Two half day wellbeing days • Healthcare cash plan to cover the costs of day to day healthcare • Employee Assistance Plan 24/7 365 support • Income Protection (75%) and life assurance (4x salary) • Pension scheme • £50 monthly allowance to spend on whatever takes your fancy via a Benifex card

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