Knowledge Management Specialist

Introhive•Fredericton, NB

1d•Remote

About The Position

Introhive is the leading relationship capital and data enrichment platform, helping companies build stronger connections, accelerate revenue, and unlock growth through the power of trusted relationships. Our mission is to make business more human by empowering people and organizations with insights that drive meaningful engagement and measurable impact. We believe in connection-driven performance, turning everyday interactions into opportunities for growth and value. And we believe the evolution of our platform, from relationship intelligence tool to indispensable revenue platform powered by relationship capital, is the defining strategic bet of this chapter. We’re seeking a proactive and detail-oriented Knowledge Management Specialist to lead and evolve our customer-facing knowledge base and internal content ecosystem. This role is essential in advancing self-service support, reducing inbound inquiries, and empowering customers and internal teams with clear, accurate, and actionable information. The ideal candidate combines strategic thinking with strong editorial skills, thrives in cross-functional environments and is passionate about helping people find the information they need quickly and effectively.

Requirements

2+ years of experience in knowledge management, content strategy, technical writing, or related roles.
Proficiency with knowledge management and support tools (e.g., Zendesk Guide, Intercom, Confluence, HelpDocs).
Exceptional writing, editing, and organizational abilities.
Strong analytical skills to evaluate content effectiveness and improve user experience.
Comfort working cross-functionally and communicating in distributed teams.

Nice To Haves

Experience implementing or improving knowledge management processes or governance frameworks.
Familiarity with service metrics (e.g., deflection rates, CSAT impact) and using data to inform content strategy.
Experience supporting SaaS platforms or technical products.

Responsibilities

Own the day-to-day operations of the knowledge base: audit, update, and optimize content for accuracy, clarity, and accessibility.
Identify and address content gaps or redundancies to ensure comprehensive product coverage.
Maintain content health through regular reviews and incorporate SEO best practices where applicable.
Analyze customer interactions and feedback across support channels (e.g., Intercom, Zendesk) to identify trends and areas for new content.
Write, edit, and publish knowledge base articles that deliver consistent voice, tone, and structure.
Collaborate with subject matter experts to translate technical concepts into customer-friendly documentation.
Partner with Product and Engineering teams to create or update content aligned with new feature releases and updates.
Act as a liaison between Product and Support teams to ensure knowledge sharing and alignment.
Communicate updates proactively to support teams when articles are added or revised.
Develop processes and best practices for continual content improvement and team enablement.
Contribute to the broader knowledge management strategy by tracking metrics on content engagement, usefulness, and search performance.