Knowledge Architect

Crunchtime•Boston, MA

5d•$105,000 - $120,000

About The Position

Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits. About the role We are looking for a strategic Knowledge Architect to transform how our organization captures, structures, and deploys information. This role is not just about writing articles; it is about building the intellectual infrastructure that powers our AI deflection, empowers our Support agents, and scales our customer self-service. You will bridge the gap between technical complexity and user accessibility, ensuring our knowledge assets are structured for both human clarity and machine readability.

Requirements

4+ years of experience in Knowledge Management, Content Strategy, Technical Writing, or a Senior Support Operations role, preferably in a SaaS or high-growth tech environment.
Proven experience designing and implementing knowledge management systems (Zendesk Guide/Help Center experience is essential).
Demonstrated understanding of how structured content fuels AI/ML applications (e.g., training data for chatbots, knowledge search indexing).
Exceptional editorial and information architecture skills; ability to translate complex technical information (across multiple products) into clear, concise, customer-facing content.
Strong analytical skills, with experience using data (Zendesk/Jira analytics) to identify content gaps and measure the ROI of knowledge efforts.
Ability to influence stakeholders and drive process change without direct authority.

Nice To Haves

Experience working with a distributed/remote team.
Successful track record collaborating cross-functionally across internal teams (Sales, Success, Product, Engineering, Marketing) to solve customer problems.
Experience with content management systems (CMS) beyond standard ticketing platforms.
Familiarity with data concepts (e.g., SQL for light analysis, understanding data pipelines) that inform content structure.
Experience supporting multiple complex software products or enterprise-level platforms.
Degree in Information Science, Communications, Technical Writing, or a related field.
Restaurant Technology experience
Held a leadership role in a cloud Software company with 500+ Customers and over $100M in revenue.
Bachelor’s Degree in Information Science, Library Science, Technical Communications, Computer Science, or a related field.
Preferred: Master’s degree in Information Architecture (IA) or Knowledge Management (KM).
Certifications (Bonus): KCS (Knowledge-Centered Service) Certification, Zendesk Administrator Certification, or PMP.

Responsibilities

Design and Govern Knowledge Architecture: Define, implement, and maintain the structure, taxonomy, and governance policies for our Zendesk knowledge base and related content systems.
Strategic Content Lifecycle Management: Oversee the entire knowledge lifecycle: identifying critical knowledge gaps, commissioning new content from subject matter experts (SMEs), reviewing for accuracy and tone, and retiring outdated information.
Enhance AI & Automation Strategy: Act as the crucial link between our knowledge assets and our AI/automation tools. You will structure content for optimal machine readability to maximize AI ticket deflection, improve chatbot accuracy, and enhance agent-assist features.
Drive Knowledge Culture: Champion a culture of proactive knowledge contribution across the support team and collaborate with Product/Engineering to embed knowledge creation into the development process.
Performance & Optimization: Establish key performance indicators (KPIs) for knowledge health (e.g., search success rate, deflection rate, content gaps) and use data analysis to prioritize updates and improvements.
Cross-Functional Knowledge Sync: Establish seamless collaboration channels with Product, Engineering, and CS Operations to ensure documentation for new features, bugs, and complex workflows is captured before it hits the support floor.

Benefits

Great mission-driven team members from diverse backgrounds with a strong company culture
Competitive pay
Flexible PTO
Paid company holidays
Yearly team off-sites
Medical, dental, and vision benefits (FSA, HSA & HRA options)
Basic & Voluntary Life Insurance
401k employer match
Wellness benefits
Commuter benefits
Work in an open environment on solutions that are reshaping the way businesses operate
Fun team events
Ability to have a big impact
10 weeks of paid parental leave
Fitness reimbursement
Learning & development funds