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Crunchtime · 4 hours ago

Knowledge Architect

Boston, MA

Full-time

Hybrid

Mid, Senior Level

$105K/yr - $120K/yr

4+ years exp

Crunchtime is a global software development company that provides solutions for restaurant brands. They are seeking a Knowledge Architect to transform how the organization captures, structures, and deploys information, enhancing AI and automation strategies while driving a culture of knowledge contribution across teams.

HospitalityRestaurantsSaaSSoftwareSupply Chain Management

Growth Opportunities

H1B Sponsor Likely

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gaps, commissioning new content from subject matter experts (SMEs), reviewing for accuracy and tone, and retiring outdated information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

Knowledge ManagementContent StrategyZendesk ExperienceAI/ML UnderstandingData AnalysisAnalytical SkillsStakeholder InfluenceContent Management SystemsSQL FamiliarityRestaurant TechnologyInformation Science DegreeKCS CertificationPMP CertificationTechnical WritingCross-Functional CollaborationLeadership Experience

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

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

Company

Crunchtime

Crunchtime is a cloud-based enterprise restaurant management platform that handles operations, IT, finance, food safety, and HR aspects.

Founded in 1995

Boston, Massachusetts, USA

201-500 employees

https://www.crunchtime.com/

H1B Sponsorship

Crunchtime 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

2025 (1)

2022 (1)