Knowledge Management Lead

Knowledge Management Lead

Training & Enablement

• Identify and assess ongoing training needs for both technical and customer service skills across the support team.
• Develop, coordinate, and deliver training programs (internal, external, self-paced, and instructor-led).
• Work closely with team leads and subject matter experts to bridge knowledge gaps.
• Create skill matrices to track progress and ensure learning objectives are met.
• Maintain training records and measure training effectiveness through performance metrics and feedback.
  

Knowledge Base Management

• Own and maintain the Knowledge Base (KB) strategy for both internal and external audiences.
• Ensure content is accurate, up-to-date, well-organized, and aligned with evolving business and product needs.
• Define and manage processes for content creation, approval, review cycles, and retirement.
• Leverage analytics to identify gaps and prioritize content updates.
  

Self-Service Tools & Customer Experience

• Manage and enhance self-service platforms such as chatbots, virtual assistants, and online support resources.
• Collaborate with IT, Product, and Customer Experience teams to improve the functionality and effectiveness of these tools.
• Ensure self-service resources align with customer expectations and reduce case volumes through proactive content updates.
• Monitor performance through metrics like deflection rates, engagement, and resolution satisfaction.
  

Qualifications

Education:

• A bachelor’s degree or relevant years of working experience in related fields is required. An advanced degree in related fields is strongly preferred.
  

Experience

• Minimum of 5+ years of experience in Knowledge Management, Training, or Customer Support leadership roles is required. Experience in the cybersecurity and/or CLM industry is strongly recommended.
  

Ideal Candidate Profiles, Talents, And Desired Qualifications

• Strong background in technical training and content creation.
• Hands-on experience with Knowledge Management Systems, CRM, and chatbot platforms (e.g., Salesforce Knowledge, Zendesk, Freshdesk, etc.).
• Excellent communication, facilitation, and collaboration skills.
• Analytical mindset with the ability to interpret data and drive decisions.
• Customer-centric with a focus on continuous improvement.
  

Global team. Global reach. Global impact.