Knowledge Program Specialist

We are obsessed with the hero's journey ry person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our "call to adventure" to come check out Job Nimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you'll even land a new job!

The Knowledge Program Specialist owns the full knowledge loop across Job Nimbus’s Customer Experience organization. This role keeps the knowledge base accurate, useful, and aligned to AI infrastructure; identifies gaps from AI and search signals; and drives the content, coaching, or escalation needed to close them.

• Own the customer-facing knowledge base, including content creation, maintenance, quality, and freshness.
• Build and maintain the taxonomy, information architecture, metadata, and search practices that make content discoverable for people and AI systems.
• Run a governed content lifecycle—from intake and review through publishing, refresh, and retirement with clear content ownership and approval workflows.
• Review undeflected AI queries, AI interactions, zero-result searches, tickets, and Voice of Customer insights to identify content and experience gaps before they become support trends.
• Recommend and coach AI-support improvements; determine whether each gap requires a new or updated article, an AI-response improvement, or escalation to Product, Engineering, training, or another partner.
• Partner with Customer Support, Voice of Customer, Marketing, Product, and Engineering to keep content accurate, prepare knowledge for releases, and share article-level gap and deflection insights.
• Perform biannual comprehensive knowledge-base audits and complete ongoing audit updates.
• Create clear instructional articles and short-form videos for existing and upcoming features; peer-review team content for accuracy and brand alignment.

• 3–5 years of relevant experience in SaaS knowledge management, support content, technical writing, support operations, or a closely related field.
• Demonstrated ability to turn complex product, billing, troubleshooting, or workflow information into clear, customer-centered self-service content.
• Experience maintaining a knowledge base or content-management system and working with AI-supported customer experiences.