Caseware

Product Support Specialist

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Job Description

We are seeking a highly motivated and experienced SaaS Knowledge Base Owner to lead global knowledge strategy within our Customer Support organization. This role ensures our Salesforce Knowledge Base, AI-driven tools (Fin, AiDA), and help-site ecosystem deliver accurate, trusted, and AI-ready content that improves customer outcomes and operational efficiency. This role owns knowledge not just as content, but as a customer experience and AI enablement system across all support channels.



What you'll be doing:
  • Lead global customer support knowledge base (KB) management strategy, governance, and content standards.
  • Expand strategy to influence all knowledge channels including help center, macros, internal enablement, and in-product guidance
  • Own the end-to-end content lifecycle: intake, authoring, review, publishing, and retirement.
  • Define standards for multimedia assets such as screenshots, GIFs, and videos.
  • Use customer and teammate feedback, search data, and AI signals to continuously improve automated and proactive support experiences.
  • Partner with Conversation Design and Systems teams to ensure knowledge is structured for conversational AI journeys in Fin.
  • Ensure taxonomy, metadata, and search tuning support high-quality retrieval and deflection.
  • Partner with Support, Product, Education, and Regional Leaders to align knowledge with product changes and customer needs.
  • Use analytics (such as Power BI) to measure search success, article performance, and deflection outcomes.
  • Ensure content accuracy, permissions, visibility rules, and reduce stale/broken/duplicate content.

    • What you'll bring:
  • 5+ years experience in SaaS knowledge management or related roles.
  • Expertise with Salesforce Knowledge and enterprise taxonomy/IA practices.
  • Experience preparing knowledge for AI-driven support (LLMs, FinAI).
  • Strong analytical skills with experience using Power BI or similar tools.
  • Ability to influence cross-functional stakeholders and drive governance adherence.
  • Strong empathy for customer needs and the ability to translate behavioural insights into knowledge improvements.
  • Excellent communication, content strategy, and editorial skills.
  • Experience applying SEO, web analytics, and AI-ready content best practices.
  • KCS certification or similar frameworks preferred.

    • Thech Stack you'll be working with:
  • SaaS Support Platform (Salesforce Service Cloud)
  • AI Support Tools (Intercom FinAI)
  • BI Tools (Power BI, Tableau)
  • Automation Tools (workflow automation, triggers, macros)
  • Atlassian Cloud (Jira/Confluence)
  • Integrations/APIs where relevant

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