CX Knowledge Manager

WHO WE ARE:

Manychat is a leading Chat Marketing platform. We help businesses engage with their customers on Instagram, Facebook Messenger, WhatsApp, and Telegram.

Manychat is a Meta Official Business Partner, backed by top investors, including Bessemer Venture Partners.

With 250+ teammates across three global offices — Barcelona, Yerevan, and Austin — Manychat helps more than one million businesses worldwide interact with billions of customers in real-time at scale.

No matter the use case — generating leads, increasing engagement, providing 24/7 customer support, accepting payments, and beyond — Manychat helps businesses improve their ROI and grow faster.

WHAT WE'RE LOOKING FOR:

We’re seeking a CX Knowledge Manager to take ownership of our external knowledge base and other CX knowledge resources and help us scale our user enablement efforts globally. This role sits within the Scaled Customer Experience team, reporting to the Head of Scaled CX, and collaborates closely with the User Enablement Lead as well as the wider CX organization.

As the CX Knowledge Manager, you’ll lead efforts to empower users to self-serve, reduce support costs, and drive product adoption and retention. You’ll work with our internal product experts to create and maintain high-quality, user-friendly content, optimize the user experience of all CX knowledge resources, ensuring seamless access and usability, localize content for global audiences, and measure success through data-driven insights.

WHAT YOU’LL DO:

• Manage and optimize Manychat’s Help Center and other CX knowledge resources to ensure comprehensive, user-friendly content for both users and internal teams.
• Develop and implement a knowledge management strategy that improves self-service, agent efficiency, and cross-functional collaboration.
• Develop, update, and improve how-to guides, FAQs, troubleshooting resources, and best practices, ensuring they align with product updates and user needs.
• Partner with Product Management, Customer Support, and internal product experts to produce accurate, relevant, and high-impact content.
• Drive the translation and localization of Help Center content for LATAM Spanish and BR Portuguese, ensuring consistency and quality.
• Monitor documentation performance using tools like Google Analytics and Zendesk Explore, applying insights to enhance content strategy and user experience.
• Oversee the configuration and optimization of knowledge management platforms, including Zendesk Guide, Intercom FIN, and other documentation tools.
• Continuously refine the Help Center’s structure, navigation, and accessibility to empower users and drive self-service success.

WHAT YOU'LL BRING:

Experience:

• Bachelor’s degree in communications, education, business, technology, or a related field (or equivalent experience).
• 3+ years of experience in Customer Service, Customer Success, Customer Education, or other CX teams, preferably in a SaaS or PLG environment.
• 2+ years of experience in technical writing, content management, or knowledge management, preferably in a SaaS or PLG environment.
• Experience creating content that is AI-friendly for chatbot tools, ensuring clarity and adaptability for automated responses.
• Proven track record of developing and scaling knowledge base content, user enablement strategies, or similar customer education/self-service initiatives.
• Experience localizing content for global audiences, including managing translation and adaptation processes.
• Familiarity with managing Help Center platforms (e.g., Freshdesk, Zendesk, Intercom) and basic HTML/CSS knowledge.
• Experience with SEO.

Skills:

• Excellent English language skills, both written and verbal (Spanish or Portuguese knowledge is a plus).
• Ability to translate technical concepts into easy-to-understand language for diverse audiences.
• Strong organizational and project management skills, with the ability to manage multiple priorities in a dynamic, fast-paced environment.
• Data-driven mindset, with experience using analytics to improve content performance and user satisfaction.
• Collaborative and cross-functional team player who thrives in a team-first culture.
• Comfortable with technology: Zendesk, Intercom FIN, Google Analytics, HTML/CSS. Experience with Manychat is a strong plus.

WHAT WE OFFER:

Here’s how we care about your growth, well-being, and comfort 💗

• Professional development budget for relevant conference tickets, training programs, or courses.
• Flexible benefits plan to choose the perks that fit your needs.
• Comprehensive health insurance.