Knowledge Manager Director

About the team

We provide reliable, friendly support. We resolve issues fast and capture insights to improve the product.

About the role

You will own meaningful scope in Customer Support. You will partner across Product, Engineering, Design, Data, and GTM to ship value fast.

What you’ll do

• Resolve customer issues with speed and empathy.
• Create and improve runbooks and knowledge articles.
• Coordinate incident response and postmortems.
• Instrument and improve SLA, CSAT, and time to resolution.
• Automate repetitive tasks to improve efficiency.
• Document decisions clearly and keep stakeholders aligned.

First 90 days

• 30d: meet SLAs and contribute runbooks
• 60d: reduce time to resolution by target percent
• 90d: raise CSAT and automate 1 workflow

What you’ll bring

• Relevant experience in a similar role within SaaS or platforms
• Ability to turn ambiguity into clear plans and shipped work
• Strong collaboration across functions and comfort with data
• Clear written communication and simple, practical thinking
• Bachelor’s or higher in Computer Science, Information Systems, or a related field

You’ll do well here if you

• Care about customer outcomes and craft
• Enjoy shipping fast and improving with data
• Keep things simple and raise the quality bar

Compensation and benefits

• Base 110k to 145k USD. Equity and comprehensive benefits. Local ranges apply outside the US.. Equity and comprehensive benefits. Local ranges apply outside the US.. Equity and comprehensive benefits. Local ranges apply outside the US.. Equity and comprehensive benefits. Local ranges apply outside the US.
• Competitive equity grants
• Health, time off, learning, and wellness benefits; details vary by location
• High-spec laptop and budget for your workspace

About the team

• Provide follow-the-sun support coverage for customers in EMEA.
• Resolve issues quickly with great documentation and handoffs to engineering when needed.
• Improve deflection with knowledge base improvements and product feedback.
• Measure quality through CSAT, FRT, and full-resolution time.

What you'll do

• Collaborate cross-functionally and communicate crisply.
• Resolve tickets quickly with great product knowledge.
• Ship iteratively with measurable impact and clear owners.
• Document decisions and tradeoffs for future maintainers.
• Escalate crisply and improve runbooks and docs.

What you'll bring

• Bachelor’s degree in Information Systems or related field
• High product mastery and clear troubleshooting.
• Calm under pressure; great documentation habits.
• Strong ownership, bias to action, and crisp communication.
• Ability to work across time zones with clear written updates.