Knowledge Manager

Description

Who are Benifex? 💚💜

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the world.We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love.Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in. 🚀

Why you should apply? 🌟

**Please note we are unable to offer visa sponsorship and require to people to be based in the UK or Ireland for this position**

Benefits

🤸 Flexible work – choose a working setup that works for you
✈️ 25 days holiday plus your local bank holidays

🎂 Your birthday off

❤️ Two half day wellbeing days

🩺 Healthcare cash plan to cover the costs of day to day healthcare
🧠 Employee Assistance Plan 24/7 365 support
🤒 Income Protection (75%) and life assurance (4x salary)
🤑 Pension scheme
💳 £50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month!

Role Overview 🚀

Own the creation, and continuous improvement of the support knowledge base within Zendesk, ensuring our global support teams and customers have access to accurate, consistent, and easily discoverable content. Reporting into the Senior Operations Lead, this role is pivotal in driving deflection, reducing handling times, and improving the overall customer and employee experience by embedding a culture of knowledge-centred service (KCS) across the support organisation.

The Knowledge Manager will play a key role in our AI enablement journey, ensuring our knowledge base is structured, tagged, and optimised to power AI-driven tools such as Zendesk's AI agents, generative search, and intelligent triage. They will partner closely with Support Leadership, Product, Operations, and AI/Tooling teams to translate complex product and process information into clear, customer-ready guidance and internal-facing articles - building the foundation that allows AI to deliver accurate, trusted, and scalable answers at speed.

They will own the governance, lifecycle, and quality of all knowledge assets in Zendesk Guide, ensuring content is regularly reviewed, refreshed, and aligned with evolving products, services, and ways of working. By championing self-service, AI-enabled knowledge surfacing, and consistent agent enablement, this role will directly contribute to improved CSAT, first contact resolution, and SLA adherence - supporting our journey to a world-class, scalable support model.

Responsibilities 🤘

• Lead the end-to-end lifecycle of knowledge content - creation, review, publication, maintenance, and retirement - ensuring accuracy, consistency, and relevance across all customer-facing and internal articles.

• Embed Knowledge-Centred Service (KCS) principles across the support organisation, coaching agents and team leads to capture, reuse, and improve knowledge as part of their daily workflow.

• Partner with the AI and Tooling teams to ensure the knowledge base is structured, tagged, and optimised to power AI-driven capabilities such as Zendesk AI agents, generative search, and intelligent triage.

• Drive self-service and deflection by improving the discoverability, quality, and customer-readiness of help centre content, directly contributing to reduced ticket volumes and faster resolution times.

• Establish and monitor knowledge KPIs (e.g. article usage, deflection rates, content health, AI answer accuracy), reporting performance and insights to the Senior Operations Lead and wider leadership team.

• Collaborate cross-functionally with Product, Operations, Support Engineering, and Regional Support Leaders to ensure knowledge reflects the latest product changes, processes, and customer needs.

• Govern content quality and compliance, ensuring all knowledge is on-brand, accurate, accessible, and aligned with regulatory and data protection requirements.

• Champion continuous improvement, using feedback loops from agents, customers, and AI performance data to refine content, fill knowledge gaps, and improve the overall support experience.

• Support enablement and training, ensuring new and existing agents are equipped to find, use, and contribute to the knowledge base effectively.

• And other duties that may be assigned from time to time.

What are we looking for? 🔎

• Proven experience in a knowledge management role within a customer or employee support environment, ideally at scale across multiple regions or product lines.

• Hands-on experience optimising a knowledge base within Zendesk Guide (or equivalent platforms such as Salesforce Knowledge, Intercom, or ServiceNow).

• Strong understanding and practical application of Knowledge-Centred Service (KCS) methodology, ideally with KCS certification or equivalent.

• Demonstrable experience structuring and optimising content to power AI-driven tools (e.g. Zendesk AI agents, generative search, chatbots, or intelligent triage).

• Track record of driving measurable improvements in self-service, deflection rates, CSAT, and first contact resolution through knowledge initiatives.

• Experience establishing governance frameworks, content lifecycle processes, and quality standards across a global knowledge base.

• Experience in managing translations and localisation of content.

• Strong background in cross-functional collaboration with Product, Operations, Support Engineering, and AI/Tooling teams to translate complex information into clear, customer-ready content.

• Experience defining and reporting on knowledge KPIs (e.g. article usage, content health, AI answer accuracy, deflection) to senior stakeholders.

• Excellent written communication and editorial skills, with the ability to translate technical or complex topics into simple, accessible language for both customers and agents.

• Experience coaching and enabling support teams to contribute to and use the knowledge base effectively, embedding a culture of knowledge sharing.

• Familiarity with AI, automation, and emerging support technologies, and a passion for leveraging them to improve the customer and agent experience.

• Comfortable working in a fast-paced, transformation-led environment, with the ability to balance strategic thinking and hands-on delivery.

• Proficient in Microsoft Office tools, including Excel (data analysis, pivot tables), Word, PowerPoint, Outlook, and Teams.

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow.

Our interview process ✌

Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.

We are a proud member of the Disability Confident employer scheme. If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.