Knowledge Manager - Americas

About the position

As a Knowledge Manager, you’ll be responsible for transforming how our customers and internal teams access the knowledge they need to succeed. Your primary focus will be designing customer-facing workflows based on our robust knowledge base and best-practices that drive effective self-service for our customers. Additionally, you will be optimizing and maintaining a robust internal knowledge base to support efficient workflows. Our Knowledge Management Team owns the systems and processes that power our documentation — from internal support enablement materials to customer-facing Help Center articles — and ensure they scale with us as Ashby grows. You’ll sit within our Support org, working cross-functionally with Customer Success, Product, Engineering, and Marketing to align documentation efforts with product evolution and business priorities. Your mission: reduce friction and increase self-sufficiency. Whether that’s helping a teammate find a nuanced product answer internally, or enabling a customer to resolve an issue on their own, you’ll play a key role in empowering everyone who interacts with Ashby’s support resources.

Responsibilities

• Design and maintain self-service support workflows that guide customers to the right resources at the right time.
• In partnership with our other Knowledge Manager, develop scalable processes for content creation, upkeep, and governance ensuring documentation aligns with product changes and support needs.
• Collaborate with Support, Product, and Marketing to keep content in sync with new features, common questions, and high-impact workflows.
• Own and evolve our internal knowledge base, ensuring it is structured, searchable, and up to date for Support and cross-functional teams.
• Advocate for knowledge sharing across the company, championing best practices and alignment with frameworks like Knowledge-Centered Service (KCS).

Requirements

• You bring multiple years of technical writing and documentation management experience, preferably in the B2B SaaS domain.
• You have owned a repository of internal or external help articles, and you’ve been responsible for creating new articles, as well as maintaining and improving existing content to ensure it remains relevant and updated.
• You’ve set the strategy for a Knowledge Base or taken an existing documentation strategy to the next level, having built efficient processes that scale and stay in alignment with broader strategies.
• You have a proven track record of working in tandem with teams like Marketing, Product, and Operations, ensuring that documentation remains synchronized with product evolutions.
• Identify bottlenecks and implement process improvements for content creation, management, and self-service workflows.

Nice-to-haves

• You demonstrate clear written communication. You ask clarifying questions with precision and can distill complex concepts into clear and concise content.
• You’ve built and managed internal knowledge bases that support Support, Product, or GTM teams.
• You care deeply about operational excellence and bring systems thinking to how knowledge is created, maintained, and accessed.
• You’re user-obsessed and constantly looking for ways to improve self-service outcomes.
• You’ve designed and optimized documentation processes and workflows at scale.
• You have a detail-oriented mindset and take pride in ensuring content is accurate, current, and useful.
• You’re data-curious and willing to dig into metrics and feedback to drive improvements.
• You enjoy collaborating across functions, from Product Marketing to Engineering to Support.
• You’re familiar with or excited to implement KCS or other scalable documentation frameworks.
• You’re energized by ownership and excited to define strategy and roll up your sleeves to write or update content.

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
• You get to sell a product that our prospects & customers are truly excited about.
• Competitive compensation is offered.
• 10-year exercise window for stock options.
• Unlimited PTO with four weeks is recommended per year.
• Twelve weeks of fully paid family leave in the US.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items covered with manager approval.