Knowledge Manager, IT​/Tech

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the world. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex's mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries.

To help us on our quest to be the best, we need brilliant people on board and that's where you come in.

Play a pivotal role in shaping a trusted, scalable, and future ready knowledge ecosystem across our Support function. Work at the heart of product, process, training, and AI improvements, turning complex updates into clear, high-quality knowledge resources. Influence documentation standards and enable multiple teams with frameworks, templates, and best practices. Drive meaningful improvements in onboarding, self-serve support, and AI retrieval through structured, insight driven content optimisation.

Please note we are unable to offer visa sponsorship and require to people to be based in the UK or Ireland for this position.

• Flexible work - choose a working setup that works for you
• 25 days holiday plus your local bank holidays
• Your birthday off
• Two half day wellbeing days
• Healthcare cash plan to cover the costs of day to day healthcare
• Employee Assistance Plan 24/7 365 support
• Income Protection (75%) and life assurance (4x salary)
• Pension scheme
• £50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month!

Own the creation, and continuous improvement of the support knowledge base within Zendesk, ensuring our global support teams and customers have access to accurate, consistent, and easily discoverable content. Reporting into the Senior Operations Lead, this role is pivotal in driving deflection, reducing handling times, and improving the overall customer and employee experience by embedding a culture of knowledge-centred service (KCS) across the support organisation.

The Knowledge Manager will play a key role in our AI enablement journey, ensuring our knowledge base is structured, tagged, and optimised to power AI-driven tools such as Zendesk's AI agents, generative search, and intelligent triage. They will partner closely with Support Leadership, Product, Operations, and AI/Tooling teams to translate complex product and process information into clear, customer-ready guidance and internal-facing articles - building the foundation that allows AI to deliver accurate, trusted, and scalable answers y will own the governance, lifecycle, and quality of all knowledge assets in Zendesk Guide, ensuring content is regularly reviewed, refreshed, and aligned with evolving products, services, and ways of working.

By championing self-service, AI-enabled knowledge surfacing, and consistent agent enablement, this role will directly contribute to improved CSAT, first contact resolution, and SLA adherence - supporting our journey to a world-class, scalable support model.

• Lead the end-to-end lifecycle of knowledge content - creation, review, publication, maintenance, and retirement - ensuring accuracy, consistency, and relevance across all customer-facing and internal articles.
• Embed Knowledge-Centred Service (KCS) principles across the support organisation, coaching agents and team leads to capture, reuse, and improve knowledge as part of their daily workflow.
• Partner with the AI and Tooling teams to ensure the knowledge base is structured, tagged, and optimised to power AI-driven capabilities such as Zendesk AI agents, generative search, and intelligent triage.
• Drive self-service and deflection by improving the discoverability, quality, and customer-readiness of help centre content, directly contributing to reduced ticket volumes and faster resolution times.
• Establish and monitor knowledge KPIs (e.g. article usage, deflection rates, content health, AI answer accuracy), reporting performance and insights to the Senior Operations Lead and wider leadership team.
• Collaborate cross-functionally with Product, Operations, Support Engineering, and Regional Support Leaders to ensure knowledge reflects the latest product changes, processes, and customer needs.
• Govern content quality and compliance, ensuring all knowledge is on-brand, accurate, accessible,…