Manager, Knowledge & Enablement, Global Support

About the role

Lead the knowledge and enablement function for a global support organisation, setting strategy and staying hands-on. Build content, systems and processes so customers and support agents get the right information at the right time.

What you will do

• Own internal knowledge resources, external documentation, self-serve paths and agent enablement content
• Set the function strategy, priorities and success measures, and report on outcomes
• Build a content and enablement roadmap from customer needs, support data and product releases
• Define quality benchmarks, editorial guidelines and measurable success criteria for support content
• Manage a content strategist while remaining deeply involved in execution

What they look for

• Strong background in technical writing and content operations
• Daily use of AI tools to work faster without losing quality
• Prior experience building documentation and enablement programmes
• Ability to tie content work to measurable business outcomes
• Comfort partnering with product, engineering and support leadership

Benefits

• Fully distributed team with support for working from home
• Ongoing feedback and learning opportunities
• Programmes to support career development
• Thorough onboarding process