Manager, Support Content & Knowledge

About Us At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever‑changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe. Our products include ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart. Our values are: Win as One. Delight Customers. Deliver Great Outcomes. About The Role Auctane powers shipping for hundreds of thousands of businesses worldwide through brands like ShipStation, Stamps.com, ShipEngine, Metapack, and more. Our customers depend on us to keep them moving — and the quality of our support content is a direct lever on whether they can help themselves or need to pick up the phone. We’re looking for a Manager to own and transform our support content and knowledge operations. This isn’t a maintenance role; our knowledge base needs a reset. Our help center needs to measurably deflect contact volume. We believe AI is the key to getting a small, sharp team to operate at the scale of a much larger one. About The Team You’ll lead a team of content writers and knowledge base specialists. You’ll be responsible for the strategy, architecture, and execution of all support‑facing content, both the customer‑facing help center and the internal knowledge base that powers our agents and AI tools. Content & Knowledge Strategy Define and execute the content strategy for customer‑facing help centers and internal agent knowledge bases across Auctane brands, starting with Stamps.com and ShipStation. Establish a unified content architecture that supports both public and internal content with clear classification, access controls, and publishing workflows. Build and maintain a content taxonomy and governance model that scales as we add brands and channels. Partner with Product, Engineering, and Training to ensure knowledge is created proactively — not reactively after customers start calling. AI‑Forward Operations Leverage AI tools and workflows to dramatically increase content velocity, quality, and coverage. The role is hands‑on with AI—evaluating tools, designing AI‑augmented workflows, and continuously improving how the team operates. Identify and implement AI solutions for content drafting, knowledge gap detection, stale content identification, and automated quality assurance. Work closely with the AI and chatbot team to ensure content is structured and optimized for AI consumption — what you publish directly impacts how well our AI agent performs. Evaluate and recommend knowledge management platforms and tooling. You’ll play a central role in technology decisions that affect how content is authored, managed, and served. Team Leadership & Execution Lead a team of 3–8 content writers and KB specialists. Set priorities, manage workload, and develop your people. Evaluate the content request and production workflow. Today it runs through Jira tickets from various departments and it needs to be faster, smarter, and less manual. Own the metrics. Establish KPIs for content performance: deflection rates, article effectiveness, knowledge coverage, content freshness, and self‑service adoption. Drive accountability for content quality across brands. If the knowledge base is outdated, agents use workarounds. If the help center doesn’t answer the question, customers call. You own that outcome. Platform & Architecture Lead the evaluation and potential migration of our content management tooling. Our current stack includes Paligo (CMS), Confluence (internal KB), and Zendesk Guide (customer‑facing). This needs to be simplified. Ensure content reuse and structured authoring capabilities are preserved or improved in any platform transition. We publish across multiple brands and need efficient multi‑brand content management. Collaborate with engineering and vendor partners on integrations, API configurations, and content delivery pipelines. What Are We Looking For? 3+ years of experience in content operations, knowledge management, technical writing, or a related function. 1+ years in a people management or team lead role, with experience setting priorities and developing individual contributors. Hands‑on experience managing a knowledge base or help center, including content governance, taxonomy, and publishing workflows. Demonstrated ability to work cross‑functionally with Product, Engineering, and Support teams to keep content current and accurate. Comfort with AI tools in a content context, whether that is writing assistants, gap detection, or quality automation; the role is expected to use AI actively. Strong project management instincts with the ability to juggle multiple brands, stakeholders, and workstreams without dropping things. What Will Make You Stand Out? Experience in a SaaS or e‑commerce environment, particularly in a customer support or CX function. Familiarity with structured authoring and content reuse principles (DITA, component‑based CMS, or similar). Experience managing content across multiple brands or product lines. Comfort with data: able to pull and interpret basic content performance metrics and make decisions from them. The Tech Paligo CMS Zendesk Guide or comparable help center platform Confluence or internal knowledge base tooling Jira for workflow and request management Google Workspace (Docs, Sheets, Slides) AI writing and workflow tools (comfort level more important than specific platform experience) What Do We Offer? Hybrid work model. All team members in Austin come into the office Tuesdays, Wednesdays and Thursdays. Flex Time Off policy – work‑life balance is in your hands. 12 paid holidays for all US employees. 401k employer matching program. Annual merit reviews to recognize and reward performance. Company events and team‑building activities. Central Austin office with free drinks and snacks. Weekly catered lunches at the office. Health and wellness benefits – medical, dental, and vision plans. Fitness center in the office. Employee Assistance Program with up to eight free mental health sessions. Gym discounts. Education reimbursement. Employee Referral Program. Inclusive, casual and upbeat work environment. Additional Position Duties Sit for prolonged periods of time. Utilize wrist and hands for a prolonged period of time. Walk short distances. Stand for short periods. Speak and converse with others. Lift up to 25 lbs without assistance up to chest height. Equal Opportunity Employer We encourage diversity and inclusion. If you are based in California, we direct you to read the ShipStation Privacy Policy for California residents. #J-18808-Ljbffr Auctane