Knowledge Manager - Americas

Job Description:

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.

Your 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).

Role Requirements

• Experience: You bring multiple years of technical writing and documentation management experience, preferably in the B2B SaaS domain.

• Content Management: 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.

• Strategic Oversight: Beyond writing, 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.

• Cross-functional Collaboration: 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.

• Process Enhancement: Identify bottlenecks and implement process improvements for content creation, management, and self-service workflows.

You Could Be a Great Fit If:

• 📣 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.

You May Not Want to Apply If:

• You prefer working in established documentation teams with set processes. This is a chance to build and improve from the ground up.

• You’re hesitant to manage a high volume of content or processes to keep hundreds of articles accurate and aligned with evolving systems.

• You’re not excited to own the internal knowledge base and lead documentation strategy; this role is about more than simply writing.

Our Philosophy

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.

• We want to offer deep expertise whenever we interact with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation).

• We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

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. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.

• Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

• $100/month education budget with more expensive items (like conferences) covered with manager approval.

Excited to bring order to chaos and scale knowledge across an ambitious team? We’d love to hear from you.

Ashby’s success hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We’re being deliberate about building that environment from the ground up. We hope that excites you enough to apply.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.