Zendesk Knowledge Program Manager, Customer Support

Accountabilities:

• • Own the overall customer-facing knowledge strategy, including governance, standards, priorities, publishing practices, and content lifecycle management.
  • Drive self-service effectiveness by identifying and prioritizing knowledge gaps based on customer needs, search behavior, support cases, feedback, and other relevant signals.
  • Serve as the final quality authority for customer-facing support content, ensuring information is accurate, clear, relevant, accessible, and ready for publication.
  • Establish and monitor metrics covering knowledge quality, coverage, findability, usefulness, adoption, and self-service performance, using insights to drive continuous improvement.
  • Partner with the Help Center Product Manager on information architecture, search, customer journeys, analytics, and self-service performance, with ownership of content remaining within the knowledge program.
  • Build and mature KCS practices by establishing workflows, governance, roles, measures, and operating processes within Customer Support.
  • Coach and enable support leaders, associates, and subject-matter experts through training, workshops, content reviews, editing, templates, and ongoing guidance.
  • Maintain high-quality internal knowledge, including procedures, SOPs, and support documentation that help teams serve customers consistently and efficiently.
  • Monitor KCS adoption and overall program health, identifying improvement opportunities and translating data and feedback into practical actions.
  • Act as the internal KCS subject-matter expert, promoting knowledge-centered practices and helping expand knowledge-management capabilities across the organization.

  Requirements:

  • KCS certification is required, such as KCS v6 Practices, KCS v6 Trainer, or another recognized KCS certification.
  • 3–5 years of relevant experience in knowledge management, KCS, customer support, program management, or a related field.
  • Demonstrated experience implementing, managing, or maturing a KCS program within a customer support environment.
  • Strong knowledge of KCS principles, workflows, governance frameworks, measurement practices, and knowledge lifecycle management.
  • Excellent editorial judgment and a strong customer-first mindset, with the ability to evaluate and improve content for accuracy, clarity, relevance, and usability.
  • Experience developing content governance frameworks, quality standards, publishing processes, and lifecycle practices.
  • Proven ability to measure knowledge effectiveness and connect content improvements to customer self-service outcomes.
  • Strong coaching, training, facilitation, communication, and change-management skills.
  • Hands-on experience with knowledge-management, CRM, and customer support platforms, particularly Zendesk and Salesforce.
  • Strong analytical capabilities, with the ability to interpret data and customer feedback and translate findings into actionable improvements.
  • Ability to collaborate effectively across support, product, and subject-matter expert teams while influencing stakeholders and driving program adoption.

  Benefits:

  • Comprehensive health and wellness benefits designed to support employees and their families.
  • 401(k) retirement plan with an employer match.
  • Generous paid time off policy.
  • Depending on the position and eligibility, access to a company-provided vehicle.
  • Potential eligibility for discretionary incentive or bonus compensation.
  • Compensation determined based on factors including experience, training, geographic location, certifications, and business needs.
  • Potential eligibility for additional incentives, including bonuses, equity, or other forms of compensation.
  • Inclusive workplace and benefits approach designed to support employee wellbeing and professional success.