What are the responsibilities and job description for the Knowledge Program Specialist position at JobNimbus?
We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our "call to adventure" to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you'll even land a new job!
Mission
The Knowledge Program Specialist owns the full knowledge loop across JobNimbus’s Customer Experience organization. This role keeps the knowledge base accurate, useful, and aligned to AI infrastructure; identifies gaps from AI and search signals; and drives the content, coaching, or escalation needed to close them.
What You'll Be Doing
Objective
Success criteria
Stand up the AI-forward content cycle
Establish a weekly review of undeflected Zoom queries and other AI/support signals; identify gaps and execute a documented closure plan.
Complete prior-quarter audit updates
Finalize all updates identified in the prior knowledge-base audit and document opportunities to use AI to streamline future audits.
Publish and run the AI Agent Coaching Playbook
Document the gap-to-fix decision process—content fix, AI-response coaching, or escalation—and complete the first monthly coaching cycle with Support leadership.
Mentor
Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography, celebrating birthdays, the Red Sox, and recruiting.
Mission
The Knowledge Program Specialist owns the full knowledge loop across JobNimbus’s Customer Experience organization. This role keeps the knowledge base accurate, useful, and aligned to AI infrastructure; identifies gaps from AI and search signals; and drives the content, coaching, or escalation needed to close them.
What You'll Be Doing
- Own the customer-facing knowledge base, including content creation, maintenance, quality, and freshness.
- Build and maintain the taxonomy, information architecture, metadata, and search practices that make content discoverable for people and AI systems.
- Run a governed content lifecycle—from intake and review through publishing, refresh, and retirement—with clear content ownership and approval workflows.
- Review undeflected AI queries, AI interactions, zero-result searches, tickets, and Voice of Customer insights to identify content and experience gaps before they become support trends.
- Recommend and coach AI-support improvements; determine whether each gap requires a new or updated article, an AI-response improvement, or escalation to Product, Engineering, training, or another partner.
- Partner with Customer Support, Voice of Customer, Marketing, Product, and Engineering to keep content accurate, prepare knowledge for releases, and share article-level gap and deflection insights.
- Perform biannual comprehensive knowledge-base audits and complete ongoing audit updates.
- Create clear instructional articles and short-form videos for existing and upcoming features; peer-review team content for accuracy and brand alignment.
- 3–5 years of relevant experience in SaaS knowledge management, support content, technical writing, support operations, or a closely related field.
- Demonstrated ability to turn complex product, billing, troubleshooting, or workflow information into clear, customer-centered self-service content.
- Experience maintaining a knowledge base or content-management system and working with AI-supported customer experiences.
- Strong analytical judgment: able to use traffic, search, ticket, and AI-interaction signals to prioritize improvements and assess their impact.
- Strong written communication, editorial judgment, organization, and cross-functional collaboration skills.
- Experience with knowledge-base, ticketing, AI-support, and analytics tools. Drafted assumption: People Operations/hiring leadership should name the specific platforms once selected.
- Experience with information architecture, taxonomy, metadata, search optimization, content governance, or AI-ready content practices
- Ownership. You own the outcomes, drive initiatives, and solve problems proactively. If you need direction and someone to hold your hand, this job is not for you.
- Customer Obsessed. Everything we build should leave our customers saying, "Aw dip. This product is off the charts cool. Whoever wrote that code deserves a raise!"
- Proactive Learning. You stay ahead of the curve, continuously learning and implementing cutting-edge technologies.
- Team Commitment. You build, mentor, and lead a high-performance engineering team that delivers results together.
- Self Awareness. You know your strengths, weaknesses, and how to surround yourself with the right talent to succeed.
Objective
Success criteria
Stand up the AI-forward content cycle
Establish a weekly review of undeflected Zoom queries and other AI/support signals; identify gaps and execute a documented closure plan.
Complete prior-quarter audit updates
Finalize all updates identified in the prior knowledge-base audit and document opportunities to use AI to streamline future audits.
Publish and run the AI Agent Coaching Playbook
Document the gap-to-fix decision process—content fix, AI-response coaching, or escalation—and complete the first monthly coaching cycle with Support leadership.
Mentor
Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography, celebrating birthdays, the Red Sox, and recruiting.