Knowledge Base Manager - USA East Coast Remote Based

The Knowledge Base Manager will own the self-service content and knowledge strategy for Aircall's Help Center (support.aircall.io). Reporting to the Support Operations & Strategy leader, you’ll work closely with all support delivery teams (Frontline Support, Technical Support, Billing Support, Number Operations, and Fraud Operations) and cross-functional partners across Product, Engineering, RevOps, Sales, Success, and Finance to ensure customers have access to updated, accurate, and clear help content. By translating technical and business concepts into clear, user-friendly content, you’ll help build a consistent and intuitive Knowledge Base that empowers customers and supports Aircall’s growth. Key responsibilities include writing new Knowledge Base articles, collaborating with cross-functional teams, ensuring adherence to content quality standards, identifying content gaps, ensuring localized content is accurate, owning the content production model, driving operational efficiency, monitoring Knowledge Base performance, and optimizing the architecture of the external Knowledge Base.