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Zendesk Knowledge Program Manager, Customer Support
jobgether
Remote, USA
Full-time
Remote
Discovered 1 weeks ago
Knowledge managementKCSKCS certificationCustomer support operationsZendeskSalesforce
Free
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Knowledge managementKCSKCS certification
Role Overview
The partner company is seeking a Zendesk Knowledge Program Manager, Customer Support based in the United States.
The role leads the strategy and evolution of a customer-support knowledge program.
The program serves both customer-facing and internal support channels.
Key Skills for This Role
Knowledge managementKCSKCS certificationCustomer support operationsZendeskSalesforce
Full Job Posting
Role Overview
The partner company is seeking a Zendesk Knowledge Program Manager, Customer Support based in the United States.
The role leads the strategy and evolution of a customer-support knowledge program.
The program serves both customer-facing and internal support channels.
Accountabilities
- Own knowledge strategy, governance, standards, priorities, publishing practices, and content lifecycle management.
- Identify knowledge gaps using customer needs, search behavior, support cases, feedback, and related signals.
- Serve as the final quality authority for customer-facing support content.
- Measure knowledge quality, coverage, findability, usefulness, adoption, and self-service performance.
- Partner with the Help Center Product Manager on information architecture, search, customer journeys, analytics, and self-service performance.
- Establish KCS workflows, governance, roles, measures, and operating processes within Customer Support.
- Coach support leaders, associates, and subject-matter experts through training, workshops, reviews, editing, and templates.
- Maintain internal procedures, SOPs, and support documentation.
- Monitor KCS adoption and program health and convert data and feedback into improvement actions.
- Act as the internal KCS subject-matter expert and expand knowledge-management capabilities.
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