Copywriter
Crux
Mid · Seniorfull-time$100k–$115k / year🇺🇸 United States
Posted: 25 days agoSource: jobs.ashbyhq.com
Knowledge Base Manager
Datacom
full-time
Posted on:
Location Type: Hybrid
Location: Wellington • 🇳🇿 New Zealand
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Owner of Smartly’s knowledge ecosystem and pivotal to AI transformation strategy.
- Design and govern a machine-readable knowledge layer that powers AI agents and supports employees and customers.
- Continuously improve knowledge through data-driven feedback loops; measure success by AI resolution rate, knowledge freshness, and impact on customer retention and satisfaction.
- Develop and optimise a structured, metadata-rich knowledge base for AI retrieval.
- Collaborate with cross-functional teams to align knowledge initiatives with business goals.
- Monitor AI outputs and use insights to improve content quality and relevance.
- Ensure compliance with NZ payroll legislation, the Privacy Act 2020, and Smartly’s risk frameworks.
- Lead content development, governance, and performance reporting.
- Champion a culture of continuous learning and knowledge sharing across Smartly.
Requirements
- Experience in knowledge management, technical writing, or support operations in SaaS or fintech, with proven experience within a leadership role.
- Proven experience in content design and technical writing.
- Strong understanding of AI technologies, including retrieval frameworks, semantic search, and knowledge graphs.
- Experience with HubSpot Service Hub and analytics tools.
- Proactive mindset and strong commitment to continuous growth and development.
- Excellent communication skills and a customer-focused mindset.
- Familiarity with information architecture, SEO, and tools like Markdown, HTML/CSS (desirable).
Benefits
- Flexible working – opportunity to work from home or in either of our offices in Lower Hutt, Wellington or Auckland.
- Awesome company-wide culture: massive morning tea, epic work party, random rolling lunch.
- Passionate about people and seeing them thrive.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
knowledge managementtechnical writingcontent designAI technologiesretrieval frameworkssemantic searchknowledge graphsinformation architectureSEOHTML/CSS
Soft skills
leadershipproactive mindsetcommitment to continuous growthexcellent communicationcustomer-focused mindset
