Sr. Knowledge Management Expert (Customer Service)

TL;DR

Sr. Knowledge Management Expert (Customer Service): Own content quality and customer experience for a defined support domain across both AI and human help and support, with an accent on end-to-end content strategy and complex multi-surface updates. Focus on leading complex content changes, aligning Help Center/AI/internal knowledge bases, and mentoring junior writers to deliver scalable, high-standard support content.

Location: Makati, Philippines

Company

hirify.global builds design tools and support experiences that help users create and communicate.

What you will do

• Define and execute content strategy for an assigned customer support domain, clarifying what content exists, where it lives, and how it fits together.
• Lead end-to-end content changes across Help Center articles, macros, AI responses, and internal knowledge bases.
• Write content that is both AI- and human-friendly: clear, structured, and aligned with user needs.
• Collaborate cross-functionally with Product, Customer Support, Legal, and Service Design to deliver scalable support experiences.
• Mentor junior writers and BPO partners to ensure consistent, high-quality content delivery at scale.
• Use performance data and user insights to identify content gaps and drive continuous improvements.

Requirements

• Strong experience in content strategy, knowledge management, or content operations in a tech or SaaS support environment.
• Proven ability to solve complex problems and own initiatives end-to-end, from strategy definition through execution.
• Ability to create clear, structured content with a focus on how content works across systems (not just individual pieces).
• Experience leading multi-surface content initiatives (Help Center, AI, internal tools) and influencing cross-functional stakeholders.
• Understanding of how content is structured, surfaced, and consumed by both AI systems and human workflows.
• Data-driven mindset to evaluate performance and improve content at scale.

Culture & Benefits

• Hybrid work options with access to the Manila campus for the Customer Service team.
• Equity packages.
• Inclusive parental leave policy.
• Annual Vibe & Thrive allowance for wellbeing, connection, and home office setup.
• Flexible leave options.
• Global exposure and growth opportunities within a design platform.

Hiring process

• Interviews are conducted virtually.