Zendesk Knowledge Program Manager, Customer Support

📋 Description

• Own the overall customer-facing knowledge strategy, including governance, standards, priorities
• Drive self-service effectiveness by identifying and prioritizing knowledge gaps based on customer
• Serve as the final quality authority for customer-facing support content, ensuring information is
• Establish and monitor metrics covering knowledge quality, coverage, findability, usefulness
• Partner with the Help Center Product Manager on information architecture, search, customer
• Build and mature KCS practices by establishing workflows, governance, roles, measures, and

🎯 Requirements

• KCS certification is required, such as KCS v6 Practices, KCS v6 Trainer, or another recognized KCS
• 3–5 years of relevant experience in knowledge management, KCS, customer support, program
• Demonstrated experience implementing, managing, or maturing a KCS program within a customer support
• Strong knowledge of KCS principles, workflows, governance frameworks, measurement practices, and
• Excellent editorial judgment and a strong customer-first mindset, with the ability to evaluate and
• Experience developing content governance frameworks, quality standards, publishing processes, and

🎁 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