About the job
Senior Knowledge Base Specialist
Location: Austin, TX (preferred) or Remote
We are seeking an experienced Senior Knowledge Base Specialist to take charge of all customer-facing help centers and knowledge bases within the Togetherwork portfolio. This pivotal role is responsible for ensuring the quality, precision, organization, and completeness of knowledge content that supports over 33 SaaS products and 12 distinct vertical markets. The Senior Knowledge Base Specialist will collaborate closely with Support, Product, Engineering, and Customer Education teams to provide customers with precise, accessible, and up-to-date documentation—ultimately fostering self-service adoption, reducing support tickets, and promoting long-term customer success.
Your Responsibilities:
Knowledge Base Ownership & Strategy
- Oversee the quality, accuracy, organization, and completeness of all customer-facing knowledge bases and help centers across the Togetherwork product portfolio.
- Define and uphold content standards, taxonomy, article templates, and style guidelines to ensure a consistent, high-quality experience across all products.
- Implement and maintain a structured content audit schedule to identify outdated, missing, or underperforming articles and facilitate their resolution.
- Create and maintain dashboards that track knowledge base health metrics, including article coverage, search success rates, ticket deflection rates, customer satisfaction scores, and content freshness.
Cross-Functional Coordination & Content Operations
- Act as the primary liaison among Support, Product, Engineering, and Customer Education to ensure knowledge base content is updated with every product release, update, or change.
- Establish and manage a streamlined intake and review process that ensures product launches, feature updates, and bug fixes automatically trigger knowledge base updates.
- Collaborate with Support to analyze ticket trends, identify content gaps, and transform high-volume issues into clear, searchable self-service articles.
- Work with Product and Engineering to review release notes, changelogs, and internal documentation, translating technical details into customer-friendly content.
- Coordinate with Customer Education to align knowledge base content with training materials, onboarding paths, and certification programs.
Content Writing & Editorial Excellence
- Compose, edit, and publish clear, accurate, and well-structured help articles, how-to guides, release notes, FAQs, and procedural documentation tailored for a non-technical audience.
- Adapt to feedback and evolving customer needs to continuously improve content quality and relevance.

