Knowledge Base & Documentation Manager

Job Description

JOB DETAILS

REQUIREMENTS

• Experience owning or managing a customer‑facing knowledge base, help center or similar documentation portal.
• Strong technical writing skills, with the ability to translate complex workflows into concise and clear articles.
• Experience working closely with Product and Engineering teams to align documentation with release cycles and platform behavior.
• Familiarity with warehouse management systems, logistics or other operations‑heavy SaaS platforms (preferred).
• Comfort leveraging AI and knowledge management tools to drive scale, consistency and efficiency across the knowledge base.
• Excellent collaboration and communication skills with a proven ability to gather feedback and encourage information sharing.

RESPONSIBILITIES

• Design and maintain a scalable documentation framework that centralizes Packiyo’s product knowledge and ensures content is organized, searchable, and aligned with ongoing product expansion.
• Partner with Engineering to align documentation timelines with sprint and release cycles.
• Ensure new features, enhancements, and meaningful changes are documented at or before release.
• Establish documentation checkpoints within the development lifecycle to prevent knowledge gaps.
• Monitor support trends, customer feedback, and product updates to surface missing or unclear documentation.
• Capture institutional knowledge from Product and Engineering teams and centralize it into a structured, accessible knowledge base that serves as the single source of truth.
• Continuously audit existing content for accuracy and relevance.
• Create step-by-step workflow guides, release notes, and feature documentation.
• Document edge case and system behavior in a way that supports both customers and internal teams.
• Monitor knowledge base usage metrics and self-service effectiveness.
• Leverage AI and knowledge management tools to improve efficiency, consistency, and scalability.
• Refine documentation standards and processes as the product and organization mature.
• Collaborate with Client Success, Support and Product teams to ensure documentation supports real case usage trends.
• Educate internal stakeholders on documentation structure and processes

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