Lead Cx Knowledge Management

TL;DR

Lead Cx Knowledge Management: Owns the structure and optimization of hirify.global’s CX knowledge ecosystem, including Salesforce Knowledge and the Salesforce Help Center with an accent on writing, editing, and maintaining high-quality knowledge content. Focus on translating complex technical and operational processes into accessible, user-friendly documentation and developing AI-ready knowledge content.

Location: Remote (USA)

Salary: $85,000 - 100,000

Company

hirify.global is on a mission to create a safer internet with a suite of intelligent digital safety products.

What you will do

• Own the structure and optimization of hirify.global’s CX knowledge ecosystem, including Salesforce Knowledge and the Salesforce Help Center.
• Write, edit, and maintain high-quality knowledge content, establishing quality standards and auditing existing knowledge.
• Partner with subject matter experts to translate complex technical and operational processes into accessible, user-friendly documentation.
• Use self-service and support performance data to prioritize updates and inform knowledge strategy.
• Develop and maintain AI-ready knowledge content, leveraging AI-enabled tooling to improve speed, consistency, and accuracy at scale.
• Collaborate with CX, Product, Engineering, and SEO teams to ensure knowledge supports current and future customer support experiences.

Requirements

• 5+ years of experience in knowledge management, content strategy, technical writing, support operations, or a related role in a technology company.
• Strong writing and editing skills, with the ability to explain complex technical concepts clearly.
• Data-driven mindset, using metrics and insights to continuously improve content and self-service effectiveness.
• Proven ability to collaborate cross-functionally with CX, Product, Engineering, and other partners.
• Comfort working in fast-moving, ambiguous environments with a proactive, solutions-oriented approach.
• Working knowledge of support platforms or help center systems (Salesforce Service Cloud strongly preferred).
• Interest in AI-enabled support experiences and how structured knowledge improves automation and self-service.

Culture & Benefits

• Competitive pay and generous health and wellness benefits.
• Retirement savings plans and parental leave.
• hirify.global is proud to be an equal employment workplace.
• hirify.global is committed to being an inclusive community where all feel welcome.
• hirify.global is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment.