Customer Success Enablement Specialist (Knowledge Management & AI)

Location: Hybrid in Canada; candidates must be based in Edmonton, Toronto, Vancouver, or Kitchener-Waterloo and attend the office at least one day per week

Salary: CAD 71,700–97,100 annual base salary, with a midpoint of CAD 84,400

Company

hirify.global provides SaaS technology that helps small home service businesses quote, schedule, invoice, collect payments, and manage customer experiences.

What you will do

• Own a portfolio of knowledge assets from creation through maintenance, ensuring accuracy, discoverability, version control, and AI readiness.
• Create knowledge base articles, SOPs, workflows, playbooks, onboarding resources, and performance support content.
• Apply technical writing, information architecture, taxonomy, metadata, tagging, and content standards for human and AI use.
• Partner with Product, AI, Data, Customer Success, Enablement, and subject matter experts to translate releases and process changes into trusted knowledge.
• Use QA findings, customer feedback, search analytics, frontline feedback, and AI performance signals to identify gaps and improve content quality.
• Support conversational and agentic AI, agent assist, search, self-service, and other AI-enabled customer experiences.

Requirements

• Experience in knowledge management, technical writing, enablement, or a related field within a SaaS or customer-facing organization.
• Experience creating and maintaining content in platforms such as Confluence, Guru, Notion, or Helpjuice, with knowledge of Knowledge-Centered Service practices.
• Hands-on experience administering help desk and knowledge base software such as Zendesk Guide, Intercom, Help Scout, or Document360.
• Experience with Git-based documentation workflows, GitHub, peer review, HTML, CSS, and basic Markdown.
• Strong technical writing, information architecture, content design, organization, prioritization, and editorial judgment skills.
• Experience preparing knowledge for AI-enabled systems and familiarity with technical concepts including APIs, databases, networks, cloud, certificates, and middleware.

Culture & Benefits

• Collaborative, transparent, inclusive, and innovation-focused work environment.
• Extended health benefits with fully paid premiums for body and mind.
• Retirement savings matching through RRSP, TFSA, or FHSA, plus stock options.
• Talent development programs, career coaching, learning opportunities, and leadership programs.
• Equal opportunity workplace with accommodation support throughout the hiring process.

Hiring process

• Application includes salary expectations, confirmation of legal entitlement to work in Canada, and confirmation of the hybrid office-attendance requirement.
• Employment is conditional on successfully completing an identity-verification background check.