XTN-76D2245 | 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. 

• 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

• 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• Track and manage content updates, identifying outdated content and prioritizing necessary updates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

• 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