Knowledge Program Specialist

Job Description

Job Description

We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our "call to adventure" to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you'll even land a new job!

Mission

The Knowledge Program Specialist owns the full knowledge loop across JobNimbus's Customer Experience organization. This role keeps the knowledge base accurate, useful, and aligned to AI infrastructure; identifies gaps from AI and search signals; and drives the content, coaching, or escalation needed to close them.

What You'll Be Doing

• Own the customer-facing knowledge base, including content creation, maintenance, quality, and freshness.
• Build and maintain the taxonomy, information architecture, metadata, and search practices that make content discoverable for people and AI systems.
• Run a governed content lifecycle—from intake and review through publishing, refresh, and retirement—with clear content ownership and approval workflows.
• Review undeflected AI queries, AI interactions, zero-result searches, tickets, and Voice of Customer insights to identify content and experience gaps before they become support trends.
• Recommend and coach AI-support improvements; determine whether each gap requires a new or updated article, an AI-response improvement, or escalation to Product, Engineering, training, or another partner.
• Partner with Customer Support, Voice of Customer, Marketing, Product, and Engineering to keep content accurate, prepare knowledge for releases, and share article-level gap and deflection insights.
• Perform biannual comprehensive knowledge-base audits and complete ongoing audit updates.
• Create clear instructional articles and short-form videos for existing and upcoming features; peer-review team content for accuracy and brand alignment.

What Makes You the Hero for This Job

• 3–5 years of relevant experience in SaaS knowledge management, support content, technical writing, support operations, or a closely related field.
• Demonstrated ability to turn complex product, billing, troubleshooting, or workflow information into clear, customer-centered self-service content.
• Experience maintaining a knowledge base or content-management system and working with AI-supported customer experiences.
• Strong analytical judgment: able to use traffic, search, ticket, and AI-interaction signals to prioritize improvements and assess their impact.
• Strong written communication, editorial judgment, organization, and cross-functional collaboration skills.
• Experience with knowledge-base, ticketing, AI-support, and analytics tools. Drafted assumption: People Operations/hiring leadership should name the specific platforms once selected.
• Experience with information architecture, taxonomy, metadata, search optimization, content governance, or AI-ready content practices

Superpowers

• Ownership . You own the outcomes, drive initiatives, and solve problems proactively. If you need direction and someone to hold your hand, this job is not for you.
• Customer Obsessed . Everything we build should leave our customers saying, "Aw dip. This product is off the charts cool. Whoever wrote that code deserves a raise!"
• Proactive Learning . You stay ahead of the curve, continuously learning and implementing cutting-edge technologies.
• Team Commitment . You build, mentor, and lead a high-performance engineering team that delivers results together.
• Self Awareness . You know your strengths, weaknesses, and how to surround yourself with the right talent to succeed.

Your First 90 Days

Objective

Success criteria

Stand up the AI-forward content cycle

Establish a weekly review of undeflected Zoom queries and other AI/support signals; identify gaps and execute a documented closure plan.

Complete prior-quarter audit updates

Finalize all updates identified in the prior knowledge-base audit and document opportunities to use AI to streamline future audits.

Publish and run the AI Agent Coaching Playbook

Document the gap-to-fix decision process—content fix, AI-response coaching, or escalation—and complete the first monthly coaching cycle with Support leadership.

Mentor

Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography, celebrating birthdays, the Red Sox, and recruiting.