Customer Success Enablement Specialist – Knowledge Management, AI

Jobber

Customer Success Enablement Specialist creating AI-ready knowledge for Jobber’s small-business service software. Improving documentation, enablement, and AI-powered support experiences.

Posted 9/2/2026full-timeVancouver • 🇨🇦 CanadaMid-LevelSenior💰 CA$71,700 - CA$97,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in knowledge management and technical writing, with a strong focus on creating and maintaining high-quality knowledge content for AI-enabled experiences. Proficient in collaborating with cross-functional teams to ensure knowledge assets are accurate, discoverable, and aligned with industry standards.

Highest-signal resume keywords

Knowledge ManagementTechnical WritingContent DesignAI-Enabled Knowledge SystemsSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Knowledge-Centered Service (KCS)HTMLCSSMarkdownGit-Based Documentation WorkflowsTaxonomyMetadataContent StandardsAPI DocumentationDocumentation Creation Process

Soft Skills

Time ManagementCollaborationOrganizationPrioritizationEditorial Judgment

Tools & Technologies

ConfluenceGuruNotionHelpjuiceZendesk GuideIntercomHelp ScoutDocument360GitHubAI-Powered Workflows

Industry Keywords

SaaSCustomer-Facing OrganizationKnowledge AssetsOnboarding ResourcesPerformance Support Content

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Create, maintain, and continuously improve knowledge assets throughout their lifecycle
Ensure knowledge assets remain accurate, discoverable, version controlled, and aligned with knowledge management and AI readiness standards
Develop knowledge base articles, SOPs, workflows, playbooks, and enablement content
Apply technical writing, information architecture, taxonomy, metadata, and content standards for human and AI use
Partner with Product, AI, Data, Customer Success, and subject matter experts to translate product releases, process updates, and operational changes into trusted knowledge
Use QA findings, Voice of Customer insights, search analytics, frontline feedback, and AI performance signals to identify gaps and improve content
Create and maintain onboarding resources, reference materials, and performance support content
Support AI-powered workflows and validate knowledge quality for conversational and agentic AI, agent assist, search, self-service, and other AI-enabled experiences
Report to the Senior Manager, Enablement & Knowledge Systems

Requirements

What you’ll need

Experience in knowledge management, technical writing, enablement, or a related field within a SaaS or customer-facing organization
Track record of creating and maintaining high quality knowledge content using platforms such as Confluence, Guru, Notion, or Helpjuice
Knowledge of established knowledge management practices such as Knowledge-Centered Service (KCS)
Hands-on experience administering modern help desk and knowledge base software such as Zendesk Guide, Intercom, Help Scout, or Document360
Familiarity with HTML and CSS for custom formatting
Basic Markdown highly preferred
Hands-on experience with Git-based documentation workflows and Docs as Code approaches using GitHub
Strong technical writing, information architecture, and content design skills
Experience with taxonomy, metadata, tags, and content standards
Technical curiosity and aptitude, including comfort with platform settings and API documentation
Ability to create clean, annotated screenshots or GIFs
General knowledge of coding, software design, servers, databases, networks, cloud, certificates, and middleware
Experience owning the end-to-end documentation creation process
Strong time-management skills and ability to provide clear status updates
Experience preparing knowledge for AI-enabled experiences, including conversational and agentic AI, agent assist, LLM-based search, self-service, or other AI-powered knowledge systems
Strong editorial judgment and continuous improvement mindset
Excellent collaboration skills across Product, AI, Data, Customer Success, and subject matter experts
Strong organization and prioritization skills

Benefits

Comp & perks

Extended health benefits package with fully paid premiums for both body and mind
Matching in RRSP, TFSA or FHSA
Stock options
Annual stipends for health and wellness
Dedicated Talent Development team
Coaching, learning, and leadership programs
Career development opportunities
Inclusive work environment
Equal opportunity employer
Accommodation throughout the hiring process