Senior Knowledge Base Specialist

Location: Austin, TX (preferred) or Remote

We are looking for a Senior Knowledge Base Specialist to serve as the owner of all customer-facing help centers and knowledge bases across the Togetherwork portfolio. This role is responsible for the quality, accuracy, organization, and completeness of knowledge content supporting 33+ SaaS products and 12+ vertical markets. The Senior Knowledge Base Specialist partners closely with Support, Product, Engineering, and Customer Education to ensure customers have accurate, accessible, and always-current documentation—driving self-service adoption, ticket deflection, and long-term customer success.

What you'll do:

Knowledge Base Ownership & Strategy

• Own the quality, accuracy, organization, and completeness of all customer-facing knowledge bases and help centers across the Togetherwork product portfolio
• Define and maintain content standards, taxonomy, article templates, and style guidelines to ensure a consistent, high-quality experience across all products
• Establish and operate a structured content audit cadence to identify outdated, missing, or underperforming articles and drive them to resolution
• Build and maintain dashboards tracking knowledge base health metrics: article coverage, search success rate, deflection rate, customer satisfaction scores, and content freshness

Cross-Functional Coordination & Content Operations

• Serve as the primary liaison between Support, Product, Engineering, and Customer Education to ensure knowledge base content stays current with every product release, update, or change
• Build and manage a lightweight intake and review process so that product launches, feature updates, and bug fixes automatically trigger knowledge base updates
• Partner with Support to analyze ticket trends and identify content gaps, converting high-volume issues into clear, searchable self-service articles
• Partner with Product and Engineering to review release notes, changelogs, and internal documentation, translating technical detail into customer-ready content
• Coordinate with Customer Education to align knowledge base content with training materials, onboarding journeys, and certification programs

Content Writing & Editorial Excellence

• Write, edit, and publish clear, accurate, and well-structured help articles, how-to guides, release notes, FAQs, and procedural documentation for a non-technical customer audience
• Adapt tone, depth, and format to serve customers across a wide range of technical comfort levels—from novice users to power administrators
• Maintain editorial rigor: every article should be findable, scannable, and actionable
• Manage the full content lifecycle from creation through review, publication, versioning, and retirement

AI-Enabled & Data-Driven Ways of Working

• Lead Togetherwork's use of AI tools to scale knowledge base authoring—leveraging AI to draft, expand, and revise content efficiently without sacrificing accuracy or voice
• Design and operate AI-assisted audit workflows to systematically review content for accuracy, completeness, clarity, and alignment with current product functionality
• Evaluate and implement AI authoring and knowledge management tools that improve team productivity and content quality
• Establish guardrails and quality control processes to ensure AI-generated or AI-assisted content meets Togetherwork's standards before publication
• Use data, dashboards, and AI-supported insights to monitor knowledge base health and identify content risks early
• Continuously build AI literacy and apply AI-enabled practices as part of day-to-day content operations

Search Optimization & Findability

• Optimize knowledge base content for internal search, ensuring customers can find answers quickly and support ticket deflection is measurable
• Analyze search data to identify failed queries and content gaps, closing them proactively
• Apply SEO best practices where applicable to drive organic discovery of public-facing help content

What you'll bring:

• 3–6 years of experience in knowledge management, technical writing, content strategy, or documentation roles—ideally within a B2B SaaS environment
• Demonstrated experience owning and managing a customer-facing knowledge base or help center at scale, including content auditing, governance, and quality programs
• Strong content writing skills with a portfolio showing the ability to translate complex product functionality into clear, accessible customer-facing documentation
• Hands-on experience using AI tools (such as