Knowledge and Enablement Manager

Arketa

8d•$100,000 - $140,000

About The Position

Arketa is seeking its first Knowledge and Enablement Manager to build and own the company's help center, internal knowledge base, Standard Operating Procedures (SOPs), and recurring training programs. This role reports to the VP of Customer Experience and is responsible for setting the strategy and executing it, with a focus on writing articles, building training, and running sessions, especially in the first year. The position is an individual contributor role with potential for growth into a larger function as the program scales. The Knowledge & Enablement team is part of the Customer Experience organization, working closely with Customer Care, onboarding, and retention, as well as Engineering and Product teams, to ensure partners can find answers independently and that the support team is well-prepared.

Requirements

3 to 5 years of experience owning a help center, knowledge base, or customer education program at a SaaS company, with measurable outcomes (e.g., deflection rate, self-service rate, time-to-proficiency for new agents).
Player-coach disposition: experience with strategy at the program level and enjoyment of hands-on content creation and training delivery.
Demonstrated experience owning both external-facing knowledge (help center) and internal documentation or training content simultaneously.
Experience writing and structuring knowledge content for AI-enabled support, optimizing articles, structure, and metadata to improve AI answer accuracy on various platforms.
Experience evaluating AI answer quality at scale, identifying inaccuracies, and feeding signals back into the content system.
Comfortable using AI as a working partner for drafting, editing, summarizing ticket patterns, and workflow development.
Experience designing and delivering recurring training content for frontline teams, focusing on ongoing skill-building.
Strong analytical instincts to identify team learning needs from data and prioritize by impact.
Experience building a content quality system (style guide, QA rubric, contributor workflow) from scratch.
Comfortable operating in a fast-moving Series A environment, simultaneously building and operating programs.

Nice To Haves

Experience in or with boutique fitness, wellness, or SMB SaaS.
Experience running a wellness business, teaching fitness, or being a partner-side user of a platform like Arketa.
Genuine empathy for the daily work of Arketa's partners.

Responsibilities

Own the Arketa help center end-to-end, including content strategy, article quality, gap identification, and ticket deflection metrics.
Shape and own Arketa's knowledge and training strategy, including investment priorities, deprioritization, and program evolution, presenting to VP CX quarterly and adapting as the business changes.
Maintain a prioritized gap queue based on ticket data, search zero-result queries, and AI answer accuracy signals, and create content to address these gaps, optimizing for partners, agents, and AI assistants.
Build and run a frontline training program, producing "meeting-in-a-box" training packages for team leads to ensure consistent training across the CX organization.
Prioritize training content based on data and signals from customer interactions, escalations, and engineering tickets.
Build and maintain the internal knowledge base, SOPs, and onboarding content for support agents, ensuring it is synchronized with the public help center.
Develop a content quality system from scratch, including a style guide, article templates, and a QA rubric, and manage a part-time content contributor.
Instrument the help center with Engineering to track and own key metrics such as self-service rate, contact-after-view by article, search zero-result rate, and training effectiveness, presenting findings monthly to VP CX and quarterly to the CEO.