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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Knowledge Management, focusing on the creation, optimization, and governance of knowledge bases within Zendesk and similar platforms. Proven ability to drive self-service improvements and establish knowledge KPIs while collaborating cross-functionally to enhance content quality and accessibility.
Highest-signal resume keywords
Knowledge Management ExperienceZendesk Guide OptimizationKnowledge-Centred Service MethodologyContent Structuring for AI ToolsKPI Definition and Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Knowledge ManagementContent OptimizationData AnalysisGovernance FrameworksContent Lifecycle ProcessesTranslations ManagementKCS CertificationAI-Driven ToolsSelf-Service ImprovementDeflection Rate Tracking
Soft Skills
Excellent Written CommunicationCoaching and Enabling TeamsCross-Functional CollaborationStrategic ThinkingAdaptability in Fast-Paced Environments
Tools & Technologies
ZendeskSalesforce KnowledgeIntercomServiceNowMicrosoft OfficeExcelPowerPointOutlookTeams
Certifications & Qualifications
KCS Certification
Industry Keywords
Customer SupportEmployee SupportContent Quality ComplianceData Protection RequirementsAI Performance Data
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Own the creation and continuous improvement of the support knowledge base within Zendesk
- Lead the end-to-end lifecycle of knowledge content, including creation, review, publication, maintenance, and retirement
- Embed Knowledge-Centred Service principles across the support organisation
- Coach agents and team leads to capture, reuse, and improve knowledge in daily workflows
- Partner with AI and Tooling teams to structure, tag, and optimise the knowledge base for AI-driven capabilities
- Drive self-service and deflection by improving help centre content discoverability, quality, and customer-readiness
- Establish and monitor knowledge KPIs such as article usage, deflection rates, content health, and AI answer accuracy
- Report performance and insights to the Senior Operations Lead and wider leadership team
- Collaborate with Product, Operations, Support Engineering, and Regional Support Leaders
- Govern content quality and compliance, including brand, accuracy, accessibility, regulatory, and data protection requirements
- Use feedback from agents, customers, and AI performance data to refine content and fill knowledge gaps
- Support enablement and training for new and existing agents
- Perform other duties assigned from time to time
Requirements
What you’ll need- Proven experience in a knowledge management role within a customer or employee support environment, ideally at scale across multiple regions or product lines
- Hands-on experience optimising a knowledge base within Zendesk Guide or equivalent platforms such as Salesforce Knowledge, Intercom, or ServiceNow
- Strong understanding and practical application of Knowledge-Centred Service (KCS) methodology, ideally with KCS certification or equivalent
- Demonstrable experience structuring and optimising content to power AI-driven tools such as Zendesk AI agents, generative search, chatbots, or intelligent triage
- Track record of driving measurable improvements in self-service, deflection rates, CSAT, and first contact resolution through knowledge initiatives
- Experience establishing governance frameworks, content lifecycle processes, and quality standards across a global knowledge base
- Experience managing translations and localisation of content
- Strong background in cross-functional collaboration with Product, Operations, Support Engineering, and AI/Tooling teams
- Experience defining and reporting on knowledge KPIs to senior stakeholders
- Excellent written communication and editorial skills, with the ability to translate technical or complex topics into simple, accessible language
- Experience coaching and enabling support teams to contribute to and use the knowledge base effectively
- Familiarity with AI, automation, and emerging support technologies
- Comfortable working in a fast-paced, transformation-led environment, balancing strategic thinking and hands-on delivery
- Proficient in Microsoft Office tools, including Excel (data analysis, pivot tables), Word, PowerPoint, Outlook, and Teams
- Must be based in the UK or Ireland
- Benifex is unable to offer visa sponsorship
Benefits
Comp & perks- 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 via a Benifex card