Customer Success Enablement Specialist (Knowledge Management & AI)

Jobber
Edmonton, Toronto, Vancouver, Waterloo
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Technical writing","Information architecture","Editorial judgment","Collaboration","Organization"]

Create and maintain the trusted knowledge layer that powers Customer Success teams and AI-enabled support experiences. Own a portfolio of knowledge assets end-to-end, turning product and operational change into clear, structured, AI-ready articles, SOPs, workflows, and onboarding resources. Apply knowledge management and information architecture standards to keep content accurate and discoverable, using QA, voice-of-customer, search analytics, and AI performance signals to continuously improve knowledge quality.

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Jobber
Jobber
4 days ago

Customer Success Enablement Specialist (Knowledge Management & AI)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Create and maintain the trusted knowledge layer that powers Customer Success teams and AI-enabled support experiences. Own a portfolio of knowledge assets end-to-end, turning product and operational change into clear, structured, AI-ready articles, SOPs, workflows, and onboarding resources. Apply knowledge management and information architecture standards to keep content accurate and discoverable, using QA, voice-of-customer, search analytics, and AI performance signals to continuously improve knowledge quality.
Location: Edmonton, Toronto, Vancouver, Waterloo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own a portfolio of knowledge assets across their lifecycle, ensuring they stay accurate, discoverable, version controlled, and aligned with knowledge management and AI readiness standards.
  • •Create trusted, AI-ready content including knowledge base articles, SOPs, workflows, playbooks, and enablement materials using technical writing and information architecture practices.
  • •Translate product and process changes into updated knowledge by partnering with Product, AI, Data, Customer Success, and subject matter experts.
  • •Continuously improve knowledge quality using QA findings, voice-of-customer insights, search analytics, frontline feedback, and AI performance signals.
  • •Support in-flow learning by maintaining onboarding resources and performance support content, and contribute to AI enablement by validating knowledge quality for AI-powered experiences.

Pay and Benefits

Perks:Health InsuranceRetirement MatchEquity

Key Requirements

  • •Experience in knowledge management, technical writing, enablement, or a related field in a SaaS or customer-facing organization, using established practices such as Knowledge-Centered Service (KCS).
  • •Hands-on experience administering help desk and knowledge base platforms (e.g., Confluence, Guru, Notion, Helpjuice; Zendesk Guide, Intercom, Help Scout, Document360) with basic HTML/CSS and Markdown preferred.
  • •Hands-on experience with Git-based documentation workflows and a Docs-as-Code approach using GitHub, including version control and peer review.
  • •Strong technical writing, information architecture, and content design skills, including taxonomy/metadata/tags and editorial judgment for AI retrieval readiness.
  • •Experience preparing knowledge for AI-enabled experiences such as conversational or agentic AI, agent assist, and LLM-based search/self-service.
Experience:SaaSCustomer-facingKnowledge managementAI-enabled customer support
Skills:Technical writingInformation architectureEditorial judgmentCollaborationOrganization
Tech Stack:ConfluenceGuruNotionHelpjuiceZendesk GuideIntercomHelp ScoutDocument360HTMLCSSMarkdownGitHubGitAPI documentationLLMs

Company Brief

Jobber
Provides cloud-based business management software for home and field service businesses to manage quoting, scheduling, invoicing, payments, and client communications, serving hundreds of thousands of service professionals worldwide.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series D
Headquarters: Edmonton, Canada
Founded: 2011
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor