KNOWLEDGE BASE MANAGER
Make your next big career move by applying as KMC Solutions' next KNOWLEDGE BASE MANAGER
We’re looking for a Knowledge Base Manager to join Zoom’s Knowledge Base team. The Knowledge Base Manager is responsible for leading a team of technical writers who produce high-quality SaaS product administration, maintenance, and billing documentation for customers. This is a hands-on people manager role, leading and coaching technical writers across multiple shifts in a remote environment to ensure content is accurate, consistent, and delivered on time to support customer self-service and support readiness. This up-and-coming leader will leverage AI-assisted tools to improve content quality and efficiency while maintaining strong editorial and quality standards. This ideal candidate will balance accountability with coaching, collaboration, and clear goals to cultivate top performers and deliver quality content.
On top of your salary, here are the exciting benefits you can look forward to:
- Work from the comfort of your own home
- Comprehensive healthcare benefit for you and your dependents
- Mental wellbeing programs for you and your dependents
- Competitive time off and vacation policy
- Thriving workplace culture centered on caring, diversity, and inclusion
The main responsibilities of a KNOWLEDGE BASE MANAGER include:
- Directly manage and support a team of 8-12 technical writers, working remotely across multiple shifts, providing coaching, performance feedback, and development
- Assign work, manage priorities, balance workloads, and remain accountable to strict content delivery timelines
- Partner with leadership to foster a collaborative, quality-focused team culture across Digital Support
- Ensure documentation is accurate, clear, complete, and aligned with product releases
- Identify and implement process improvements within the team’s tools and platforms
- Create high quality, customer/end user product feature content, administration documentation for successful self-service all of Zoom’s users
- Identify gaps in content and direct team to address them in a timely manner
- Track and manage content updates, identifying outdated content and prioritizing necessary updates
- Work closely with Product Management, Engineering, Customer Support, and Billing teams to gather requirements and validate content accuracy
- Regular quality control and review for consistency of content; provide feedback to align with style guide, article templates, and company terminology
To apply, you must be an expert on the following requirements:
- Fluent in English; proficiency in multiple languages is a plus
- Must be able to work early morning shift to overlap US hours (5:00AM - 2:00PM PHST / 4:00PM - 1AM CST)
- Strong written and verbal communication skills, capable of providing performance feedback and also reviewing written materials for consistency and accuracy
- Proven ability to manage remote teams to meet deadlines and address multiple priorities in a fast-paced environment
- Prefer 3+ years experience creating user guides, online help systems, reference material, and other forms of user assistance content for technical audiences
- Experience leveraging AI such as Zoom AI Companion, ChatGPT, or Google Gemini
- Ability to resolve a wide range of issues in imaginative and practical ways.
- Strong familiarity with customer content delivery for SaaS platforms, products and services
- Prior experience with Zoom or other industry-leading customer video collaboration platforms is an advantage
- Previous experience with knowledge/content management tools such as ServiceNow Knowledge Management or Zendesk Knowledge Management is highly desirable
- Strong organizational and time management skills
- Must work well individually and in a team environment
- Bachelor’s degree or equivalent experience
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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