Zendesk Knowledge Program Manager, Customer Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Zendesk Knowledge Program Manager, Customer Support based in United States.

The Knowledge Program Manager will lead the strategy and evolution of a customer support knowledge program focused on making accurate, relevant, and useful information easy to find.
You will own knowledge quality, governance, coverage, and effectiveness across both customer-facing and internal support channels.
As the organization’s KCS expert, you will establish the workflows, standards, and measurement framework that guide the full knowledge lifecycle.
This is a highly hands-on role, working closely with support leaders, associates, and subject-matter experts to improve content and embed strong knowledge practices.
You will use customer demand, search behavior, support cases, feedback, and analytics to identify gaps and strengthen self-service outcomes.
You will also collaborate closely with product and support teams to improve the Help Center experience while maintaining clear ownership of content and platform responsibilities.
This is an opportunity to build program maturity, influence support operations, and directly improve both customer and employee experiences.

• Own the overall customer-facing knowledge strategy, including governance, standards, priorities, publishing practices, and content lifecycle management.
• Drive self-service effectiveness by identifying and prioritizing knowledge gaps based on customer needs, search behavior, support cases, feedback, and other relevant signals.
• Serve as the final quality authority for customer-facing support content, ensuring information is accurate, clear, relevant, accessible, and ready for publication.
• Establish and monitor metrics covering knowledge quality, coverage, findability, usefulness, adoption, and self-service performance, using insights to drive continuous improvement.
• Partner with the Help Center Product Manager on information architecture, search, customer journeys, analytics, and self-service performance, with ownership of content remaining within the knowledge program.
• Build and mature KCS practices by establishing workflows, governance, roles, measures, and operating processes within Customer Support.
• Coach and enable support leaders, associates, and subject-matter experts through training, workshops, content reviews, editing, templates, and ongoing guidance.
• Maintain high-quality internal knowledge, including procedures, SOPs, and support documentation that help teams serve customers consistently and efficiently.
• Monitor KCS adoption and overall program health, identifying improvement opportunities and translating data and feedback into practical actions.
• Act as the internal KCS subject-matter expert, promoting knowledge-centered practices and helping expand knowledge-management capabilities across the organization.

Requirements:

• KCS certification is required, such as KCS v6 Practices, KCS v6 Trainer, or another recognized KCS certification.
• 3–5 years of relevant experience in knowledge management, KCS, customer support, program management, or a related field.
• Demonstrated experience implementing, managing, or maturing a KCS program within a customer support environment.
• Strong knowledge of KCS principles, workflows, governance frameworks, measurement practices, and knowledge lifecycle management.
• Excellent editorial judgment and a strong customer-first mindset, with the ability to evaluate and improve content for accuracy, clarity, relevance, and usability.
• Experience developing content governance frameworks, quality standards, publishing processes, and lifecycle practices.
• Proven ability to measure knowledge effectiveness and connect content improvements to customer self-service outcomes.
• Strong coaching, training, facilitation, communication, and change-management skills.
• Hands-on experience with knowledge-management, CRM, and customer support platforms, particularly Zendesk and Salesforce.
• Strong analytical capabilities, with the ability to interpret data and customer feedback and translate findings into actionable improvements.
• Ability to collaborate effectively across support, product, and subject-matter expert teams while influencing stakeholders and driving program adoption.

Benefits:

• Comprehensive health and wellness benefits designed to support employees and their families.
• 401(k) retirement plan with an employer match.
• Generous paid time off policy.
• Depending on the position and eligibility, access to a company-provided vehicle.
• Potential eligibility for discretionary incentive or bonus compensation.
• Compensation determined based on factors including experience, training, geographic location, certifications, and business needs.
• Potential eligibility for additional incentives, including bonuses, equity, or other forms of compensation.
• Inclusive workplace and benefits approach designed to support employee wellbeing and professional success.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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