Position Summary:

We are seeking a dynamic and experienced Knowledge Centered Support (KCS) Manager to lead the development, implementation, and continuous improvement of a global knowledge support process. This process will cater to our Managed Service Providers (MSPs) and Partners, ensuring they have access to accurate, timely, and effective troubleshooting information. The KCS Manager will be responsible for establishing best practices, defining success criteria, and leading the strategic direction for the knowledge management function within the company.

The ideal candidate will bring 5-10 years of experience in managing knowledge-based support teams, a strong understanding of KCS methodologies, and an ability to work in a high-paced, global environment. This role will require hands-on leadership, mentoring, and a deep understanding of the various technical domains, including vendor-specific troubleshooting, SaaS platform troubleshooting, billing, orders, and migration processes.

Essential Responsibilities:

• KCS Strategy and Leadership:
  • 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.
• Knowledge Management Process Design:
  • 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
• Team Leadership and Mentoring:
  • 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.
• Collaboration with Cross-Functional Teams:
  • 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.
• Quality and Success Metrics:
  • 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.
• Continuous Improvement:
  • Drive continuous improvements to the knowledge management process by identifying trends, assessing user needs, and incorporating feedback from MSPs and Partners.
• Global Coordination:
  • 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.
• Tool and Platform Optimization:
  • 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.
• Reporting and Analytics:
  • Provide regular reports on the effectiveness of the knowledge management process, including metrics on usage, satisfaction, and the impact on support efficiency.

Ideal Skills, Experience, and Competencies:

• 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.

Required Behaviors:

• Compassionate Candour—We aim to assist others with candid, actionable feedback.
• Seek to Understand—Be open, curious and committed to learning.
• We Before Me—Actively collaborate and seek out diverse perspectives to ensure a win for Team Pax8.
• Do What You Say—Take ownership and honor your commitments; prioritize and deliver.
• Light Up Learning—Be brave and try new ideas; be vulnerable and share your failures so everyone can learn from our mistakes.
• Driven by Passion—Connects personal passion to Pax8 mission, resilient in face of adversity and uncertainty in pursuit of mission.

Required Education & Certifications:

• B.A./B.S. in a related field or equivalent work experience.
• KCS certification preferred but not required.

Compensation:

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