Pax8 · 19 hours ago
Manager of Knowledge Centered Support
United States
Full-time
Remote
Mid, Senior Level
$110K/yr - $140K/yr
5+ years exp
Maximize your interview chancesCloud ManagementEnterprise Software
Insider Connection @Pax8
Get 3x more responses when you reach out via email instead of LinkedIn.
Responsibilities
Lead the global development and evolution of a Knowledge Centered Support model.
Define the scope, best practices, and success criteria for KCS processes, ensuring alignment with the broader organizational goals.
Develop and optimize knowledge articles and workflows to support troubleshooting in the following areas: Vendor-specific troubleshooting knowledge, SaaS Marketplace platform troubleshooting, Orders, Usage, and Billing troubleshooting, Migrations and Change of Channel troubleshooting.
Lead and mentor a team of knowledge management specialists, support engineers, and writers, fostering a culture of continuous improvement.
Provide regular training, guidance, and performance feedback to ensure the team remains high performing.
Work closely with Product, Engineering, and Customer Support teams to ensure knowledge articles are accurate, comprehensive, and reflect the latest platform developments.
Facilitate knowledge sharing across regions to maintain consistency in support documentation.
Define and track success criteria for the global knowledge program, including knowledge adoption, accuracy, and usage.
Regularly review and analyze metrics to identify gaps and areas for improvement.
Drive continuous improvements to the knowledge management process by identifying trends, assessing user needs, and incorporating feedback from MSPs and Partners.
Oversee and ensure the knowledge support process is scalable and adaptable for different regions and time zones, accommodating the needs of global partners and customers.
Ensure the effective use of knowledge management tools and platforms (such as a knowledge base, CRM, or case management system) to streamline workflows, improve knowledge accessibility, and enhance the end-user experience.
Provide regular reports on the effectiveness of the knowledge management process, including metrics on usage, satisfaction, and the impact on support efficiency.
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
At least five (5) to ten (10) years of experience in a knowledge-centered support model, with a proven track record of leading global teams.
Experience working with Managed Service Providers (MSPs) and Partners, with a strong understanding of support needs and challenges in a partner-centric environment.
Familiarity with troubleshooting processes for SaaS platforms, vendor-specific issues, billing, orders, migrations, and platform changes.
Strong background in mentoring and training support teams to improve knowledge delivery and customer satisfaction.
Deep understanding of Knowledge Centered Support (KCS) principles and methodologies.
Proven ability to thrive in high-paced environments, managing multiple priorities effectively.
Strong leadership, mentoring, and team development skills.
Ability to analyze and improve support processes based on data and feedback.
Excellent written and verbal communication skills, with the ability to create clear, concise, and user-friendly knowledge articles.
Experience with knowledge management platforms and CRM systems (e.g., Salesforce, ServiceNow, Confluence, etc.).
Experience managing global support teams and ensuring scalability and consistency across different regions.
Strategic thinker with a focus on execution and results.
Ability to inspire and motivate teams.
Adaptable and comfortable in a fast-paced, evolving environment.
B.A./B.S. in a related field or equivalent work experience.
Preferred
KCS certification preferred but not required.
Benefits
Non-Commissioned Bonus Plans or Variable Commission
401(k) plan with employer match
Medical, Dental & Vision Insurance
Employee Assistance Program
Employer Paid Short & Long Term Disability, Life and AD&D Insurance
Flexible, Open Vacation
Paid Sick Time Off
Extended Leave for Life events
RTD Eco Pass (For local Colorado Employees)
Career Development Programs
Stock Option Eligibility
Employee-led Resource Groups
Company
Pax8
Pax8 is a cloud commerce marketplace company that specializes in cloud-based solutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$400.52MKey Investors
HSBCSoftBank Vision FundFirstMile Ventures
2023-09-05Debt Financing· $50M
2022-04-11Series Unknown· $185M
2021-01-06Series Unknown· $96M
Leadership Team
Scott Chasin
Chief Executive Officer
Puneet Pamnani
CFO
Recent News
2024-11-05
IT Brief New Zealand
2024-10-18
Company data provided by crunchbase
