Support Knowledge and Communications Manager (AI, SaaS)

TL;DR

Support Knowledge and Communications Manager (AI, SaaS): Designing and improving global support knowledge bases and change management programs with an accent on empowering customers and internal stakeholders with accurate information. Focus on leveraging knowledge platforms to capture and socialize internal change management content and implementing AI workflows to enhance content usability and accuracy.

Location: Hybrid in San Francisco, USA, with in-office days on Monday, Tuesday, and Thursday. Option to work from home on Wednesdays; Fridays depend on work type and team.

Salary: $164,000–$186,000

Company

hirify.global is a leading platform for human + AI collaboration, enabling millions of teams worldwide to achieve their goals faster.

What you will do

• Design and structure internal knowledge bases, implementing effective page trees, templates, and tagging protocols.
• Assess knowledge base needs and explore new solutions in partnership with other teams.
• Author, publish, and revise knowledge content for internal stakeholders and the hirify.global Support Chatbot.
• Implement and oversee AI workflows and automations for content publishing, usability, and accuracy.
• Create multi-media aids (videos, images, gifs) to enhance comprehensibility of internal content.
• Design and implement a Customer Product Support change management framework and system of record for internal updates.

Requirements

• 8+ years of experience in support operations or a related business operations role in SaaS.
• Hands-on experience managing knowledge base platforms like Confluence, Salesforce Knowledge, or Slab.
• Experience implementing and overhauling knowledge base systems, converting legacy content.
• Experience in authoring and copy editing business and technical documentation for customer-facing teams.
• Demonstrated ability to design and execute internal communication and change management strategies.
• Efficiency-minded with experience driving automation and AI concepts.

Culture & Benefits

• Comprehensive compensation package with a yearly pay equity audit.
• Mental health, wellness & fitness benefits.
• Career coaching & support.
• Inclusive family building benefits and long-term savings/retirement plans.
• In-office culinary options catering to dietary preferences.
• Exceptional office-centric culture adopting best elements of hybrid models.