- Southampton, England, United Kingdom
Own the creation, and continuous improvement of the support knowledge base within Zendesk, ensuring our global support teams and customers have access to accurate, consistent, and easily discoverable content.
Responsibilities
- Lead the end-to-end lifecycle of knowledge content - creation, review, publication, maintenance, and retirement - ensuring accuracy, consistency, and relevance across all customer-facing and internal articles.
- Embed Knowledge-Centred Service (KCS) principles across the support organisation, coaching agents and team leads to capture, reuse, and improve knowledge as part of their daily workflow.
- Partner with the AI and Tooling teams to ensure the knowledge base is structured, tagged, and optimised to power AI-driven capabilities such as Zendesk AI agents, generative search, and intelligent triage.
- Drive self-service and deflection by improving the discoverability, quality, and customer-readiness of help centre content, directly contributing to reduced ticket volumes and faster resolution times.
- Establish and monitor knowledge KPIs (e.g. article usage, deflection rates, content health, AI answer accuracy), reporting performance and insights to the Senior Operations Lead and wider leadership team.