Knowledge Base & Academy Lead (AI)

TL;DR

Knowledge Base & Academy Lead (AI): Leading and scaling customer education programs, including AI educational experience, help center, customer community, video content, and customer academy with an accent on delivering clear, actionable, and engaging learning experiences. Focus on driving user enablement, product adoption, managing a growing team, and continuously optimizing content delivery using performance data and feedback.

Location: Tel Aviv District, Israel

Company

hirify.global is a TLV-based startup on a mission to change the work experience for the deskless employees.

What you will do

• Manage onboarding, hiring, sprint planning, and professional growth across the customer education team.
• Utilize AI and track data and self-service metrics to guide improvements in automation and education strategy.
• Define and align the team’s OKRs, project priorities, and content roadmap with company goals.
• Review and approve Help Center articles, video scripts, academy videos, community posts, in-product messaging and more to ensure high clarity and tone.
• Manage large-scale education initiatives from planning through execution.
• Collaborate with Product, Support, Customer Success and other teams to align content with key initiatives.

Requirements

• 3+ years of experience designing and managing customer education programs in a SaaS environment, with priority given to Help Centers, LMS Academies, and AI.
• Proven track record of improving self-sufficiency and reducing ticket volume through education.
• Fluent English
• At least 1 year in a leadership role involving hiring, coaching, and performance reviews.
• Proficiency with help center tools (Zendesk, Intercom), use of AI tools to improve customer education, and LMS Tools.

Nice to have

• Customer communities and webinars experience.
• Hebrew speaker.
• Experience with Looker, Monday.com, video tools (Wistia, YouTube), webinar tools (Zoom webinars), and communities.

Culture & Benefits

• Long-term investment in team members with ongoing training and skill development.
• Opportunity to impact customer’s businesses with effective and affordable solutions.
• Passionate team members focused on providing real value to customers.
• Fun work environment with weekly happy hours and holiday parties.
• Encouraging, caring, and supportive environment.