We are seeking a Knowledge Program Manager to lead and oversee the Kaseya’s Support Department’s knowledge management program. This individual will be responsible for the strategy, organization, and continuous improvement of our customer-facing content library. The goal of this program is to empower customers with high-quality self-service documentation and video tutorials, reducing support volume and improving overall customer satisfaction.

Key Responsibilities

• Develop and implement a knowledge management strategy that aligns with business goals and enhances customer self-service.
• Continuously refine the content library to ensure it remains relevant, data-driven, and aligned with customer needs.
• Collaborate with Support leadership and Problem Management to identify key areas for self-service improvements and ticket deflection.
• Analyze support volume trends and customer inquiries to identify high-impact topics for documentation and videos.
• Own the end-to-end process of content creation, including topic selection, drafting, reviewing, publishing, and maintaining accuracy over time.
• Work with subject matter experts across Support, Product, and Engineering to ensure content is technically accurate and effective.
• Define and enforce content standards for clarity, consistency, and accessibility.
• Leverage data from support interactions (e.g., Zendesk, Five9) to prioritize content creation based on customer pain points.
• Monitor knowledge base usage, search trends, and self-service effectiveness to continuously improve content offerings.
• Provide regular reports on knowledge program performance and self-service deflection impact.
• Partner with the Training and Support teams to ensure knowledge content is leveraged in internal agent training.
• Work closely with Marketing, UX, and Digital teams to optimize knowledge presentation and discoverability across digital channels.
• Develop a feedback loop for support agents and customers to suggest content improvements.
• Manage the knowledge management platform, ensuring it is optimized for searchability and usability.
• Advocate for necessary tooling and enhancements to improve content management and customer experience.

Qualifications & Skills

• Experience in knowledge management, content strategy, or a related field, preferably within a customer support environment.
• Strong analytical skills with the ability to translate support data into actionable content decisions.
• Excellent writing and communication skills, with an ability to simplify complex topics for broad audiences.
• Prior experience implementing or working within a KCS framework, with a strong understanding of knowledge lifecycle management.
• KCS Certification (KCS Practitioner or KCS Coach) is a plus, demonstrating expertise in structured knowledge management methodologies.
• Experience in multimedia content creation (e.g., instructional videos) is a plus.
• Strong project management skills with the ability to prioritize and execute multiple initiatives.