Zenput · 22 hours ago
Knowledge Architect
United States
Full-time
Remote
Mid, Senior Level
$105K/yr - $120K/yr
4+ years expZenput is a global software development company that provides solutions for the food industry. They are seeking a Knowledge Architect to transform how the organization captures and structures information, ensuring knowledge assets are accessible and effective for both users and AI tools.
Enterprise SoftwareMobileProductivity ToolsSoftware
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gaps, commissioning new content from subject matter experts (SMEs), reviewing for accuracy and tone, and retiring outdated information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
Qualification
Required
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
Preferred
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
Benefits
Flexible PTO
Paid company holidays
Medical, dental, and vision benefits (FSA, HSA & HRA options)
Basic & Voluntary Life Insurance
401k employer match
Wellness benefits
Commuter benefits
10 weeks of paid parental leave
Fitness reimbursement
Learning & development funds
Company
Zenput
Zenput develops an operations execution software for restaurants, c-stores, and grocers.
51-200 employees
H1B Sponsorship
Zenput has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$46.45MKey Investors
Golub CapitalGoldcrest CapitalJackson Square Ventures
2022-06-23Acquired
2021-07-20Series C· $27M
2019-09-30Series B· $13.3M
Leadership Team
David Karel
Chief Marketing Officer
Recent News
Company data provided by crunchbase