Senior Knowledge Base Specialist

Location: Austin, TX (preferred) or Remote

We are looking for a Senior Knowledge Base Specialist to serve as the owner of all customer-facing help centers and knowledge bases across the Togetherwork portfolio. This role is responsible for the quality, accuracy, organization, and completeness of knowledge content supporting 33+ SaaS products and 12+ vertical markets. The Senior Knowledge Base Specialist partners closely with Support, Product, Engineering, and Customer Education to ensure customers have accurate, accessible, and always-current documentation—driving self-service adoption, ticket deflection, and long-term customer success.

What you'll do:

Knowledge Base Ownership & Strategy

• Own the quality, accuracy, organization, and completeness of all customer-facing knowledge bases and help centers across the Togetherwork product portfolio
• Define and maintain content standards, taxonomy, article templates, and style guidelines to ensure a consistent, high-quality experience across all products
• Establish and operate a structured content audit cadence to identify outdated, missing, or underperforming articles and drive them to resolution
• Build and maintain dashboards tracking knowledge base health metrics: article coverage, search success rate, deflection rate, customer satisfaction scores, and content freshness

Cross-Functional Coordination & Content Operations

• Serve as the primary liaison between Support, Product, Engineering, and Customer Education to ensure knowledge base content stays current with every product release, update, or change
• Build and manage a lightweight intake and review process so that product launches, feature updates, and bug fixes automatically trigger knowledge base updates
• Partner with Support to analyze ticket trends and identify content gaps, converting high-volume issues into clear, searchable self-service articles
• Partner with Product and Engineering to review release notes, changelogs, and internal documentation, translating technical detail into customer-ready content
• Coordinate with Customer Education to align knowledge base content with training materials, onboarding journeys, and certification programs

Content Writing & Editorial Excellence

• Write, edit, and publish clear, accurate, and well-structured help articles, how-to guides, release notes, FAQs, and procedural documentation for a non-technical customer audience
• Adapt tone, depth, and format to serve customers across a wide range of technical comfort levels—from novice users to power administrators
• Maintain editorial rigor: every article should be findable, scannable, and actionable
• Manage the full content lifecycle from creation through review, publication, versioning, and retirement

AI-Enabled & Data-Driven Ways of Working

• Lead Togetherwork's use of AI tools to scale knowledge base authoring—leveraging AI to draft, expand, and revise content efficiently without sacrificing accuracy or voice
• Design and operate AI-assisted audit workflows to systematically review content for accuracy, completeness, clarity, and alignment with current product functionality
• Evaluate and implement AI authoring and knowledge management tools that improve team productivity and content quality
• Establish guardrails and quality control processes to ensure AI-generated or AI-assisted content meets Togetherwork's standards before publication
• Use data, dashboards, and AI-supported insights to monitor knowledge base health and identify content risks early
• Continuously build AI literacy and apply AI-enabled practices as part of day-to-day content operations

Search Optimization & Findability

• Optimize knowledge base content for internal search, ensuring customers can find answers quickly and support ticket deflection is measurable
• Analyze search data to identify failed queries and content gaps, closing them proactively
• Apply SEO best practices where applicable to drive organic discovery of public-facing help content

What you'll bring:

• 3–6 years of experience in knowledge management, technical writing, content strategy, or documentation roles—ideally within a B2B SaaS environment
• Demonstrated experience owning and managing a customer-facing knowledge base or help center at scale, including content auditing, governance, and quality programs
• Strong content writing skills with a portfolio showing the ability to translate complex product functionality into clear, accessible customer-facing documentation
• Hands-on experience using AI tools (such as ChatGPT, Claude, Notion AI, or similar) for content drafting, editing, summarizing, and auditing—including building repeatable AI-assisted workflows
• Experience coordinating content updates across cross-functional stakeholders including Product, Support, Engineering, and Customer Success
• Familiarity with knowledge base platforms such as Zendesk, Confluence, Guru, Document360, HelpDocs, or similar tools
• Experience with content analytics: search performance, deflection rate, article satisfaction scores, and coverage analysis
• Strong editorial instinct for clarity and structure; ability to distinguish between technically correct and genuinely useful content
• Data-informed approach to prioritization using search data, ticket trends, and satisfaction scores
• Detail-oriented, organized, and execution-focused with strong follow-through
• Collaborative team player aligned to shared outcomes and delivery standards
• Proficient with Windows, Microsoft Office, and Adobe Acrobat applications
• Excellent written and oral communication skills

Why This Role:

• Own the end-to-end health of customer-facing knowledge across a portfolio of 33+ products at a critical growth inflection point
• Work at the intersection of content, technology, and customer experience in a fast-paced, multi-vertical B2B SaaS environment
• Operate in an AI-forward environment with the mandate and tooling to build AI-assisted authoring and audit workflows at scale
• Contribute directly to measurable outcomes—deflection rate, search success, customer satisfaction, and content coverage—that matter to the business
• Foundational role within the Director of Customer Education's mandate to build a best-in-class education and knowledge organization

Compensation:

• Salary Range: $100,000 – $102,000 + 5% bonus

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

Interview Process & Expectations

Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual's judgment, problem-solving approach, and communication.