Knowledge Base Owner (AI)

TL;DR

Knowledge Base Owner (AI): Leading the global customer support knowledge strategy and content ecosystem with an accent on AI-driven tools and Salesforce Knowledge. Focus on structuring knowledge for conversational AI journeys, improving search retrieval, and optimizing the end-to-end content lifecycle.

Location: Remote (United Kingdom)

Company

hirify.global is a software company providing specialized tools for accounting and audit professionals.

What you will do

• Lead global customer support knowledge base (KB) management strategy, governance, and content standards.
• Manage the end-to-end content lifecycle, including intake, authoring, review, publishing, and retirement.
• Structure knowledge to enable conversational AI journeys in Fin and optimize taxonomy and metadata for high-quality retrieval.
• Partner with Support, Product, and Education teams to align knowledge with product changes and customer needs.
• Analyze search success, article performance, and deflection outcomes using Power BI.
• Define standards for multimedia assets like screenshots, GIFs, and videos.

Requirements

• 5+ years of experience in SaaS knowledge management or related roles.
• Expertise with Salesforce Knowledge and enterprise taxonomy/IA practices.
• Experience preparing knowledge for AI-driven support (LLMs, FinAI).
• Strong analytical skills with experience using Power BI or similar tools.
• Strong editorial skills and experience applying SEO and web analytics best practices.
• Ability to influence cross-functional stakeholders and drive governance.

Nice to have

• KCS certification or experience with similar frameworks.