Ashby - Director of Knowledge Management - NAMER
Requirements
• Multiple years of experience leading knowledge management or content programs, setting strategy and building processes that scale with the business, ideally in B2B SaaS Support or Customer Experience. • Experience managing a team of content or knowledge professionals, including coaching people at different levels of experience. • Ability to connect knowledge across internal and external audiences, aligning Support, Product, Marketing, Engineering, and enablement teams around clear ownership and shared standards. • Experience designing or operating self-service or AI-assisted support experiences, including both structured and generative flows, and a point of view on how knowledge quality shapes their performance. • Experience defining success measures for knowledge and using data to prioritize and make tradeoffs. • Comfort working in ambiguity as the function’s first dedicated leader, building on existing practices while setting a clear direction. • Strong writing and editing instincts. You’ll stay close enough to the work to set a high quality bar and give specific feedback. • Experience with KCS or comparable methodologies. • YOU SHOULD APPLY IF: • You’ve led a knowledge management, documentation, or content program and managed a team of knowledge or content professionals. • You’ve designed or operated self-service or AI-assisted support experiences, including structured and generative flows, and understand how knowledge quality affects their performance. • You’re a strong writer and editor who can give specific feedback on the work, coach people at different levels, and help them grow. • You see knowledge as a strategic lever for customer experience and can bring teams together around clear ownership, shared standards, and measurable results. • You’re excited to build on an experienced team, shape how the function operates, and expand into new areas like Digital Support experience and localization. • YOU SHOULD NOT APPLY IF: • You haven’t designed or operated self-service or AI-assisted support experiences. • You want a purely strategic role that keeps you removed from the content and the detailed feedback your team needs. • You need a fully built, fully staffed function or an established playbook to step into. We have a strong foundation, but several roles are still to be hired and the operating model is still taking shape. • You want sole ownership of AI product decisions or prefer to work only within a team you manage. This role depends on shared decisions with Product and strong partnerships across Ashby.
Benefits
• Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage. • 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby—do it when you feel financially comfortable. • Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 • Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. • A $1,200 annual learning and professional-development budget. • A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop. • Extended health benefits for you and your dependents (subject to availability with our Employer of Record) • Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.
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