Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages.
We are seeking a highly motivated and experienced Knowledge Base Owner to lead global knowledge strategy within our Customer Support organization. This role ensures our Salesforce Knowledge Base, AI‑driven tools (Fin, AiDA), and help‑site ecosystem deliver accurate, trusted, and AI‑ready content that improves customer outcomes and operational efficiency.
What you'll be doing:
* Lead global customer support knowledge base (KB) management strategy, governance, and content standards.
* Expand strategy to influence all knowledge channels including help center, macros, internal enablement, and in-product guidance.
* Own the end‑to‑end content lifecycle: intake, authoring, review, publishing, and retirement.
* Define standards for multimedia assets such as screenshots, GIFs, and videos.
* Use customer and teammate feedback, search data, and AI signals to continuously improve automated and proactive support experiences.
* Partner with Conversation Design and Systems teams to ensure knowledge is structured for conversational AI journeys in Fin.
* Ensure taxonomy, metadata, and search tuning support high‑quality retrieval and deflection.
* Partner with Support, Product, Education, and Regional Leaders to align knowledge with product changes and customer needs.
* Use analytics (such as Power BI) to measure search success, article performance, and deflection outcomes.
* Ensure content accuracy, permissions, visibility rules, and reduce stale/broken/duplicate content.
What you'll bring:
* 5+ years experience in SaaS knowledge management or related roles.
* Expertise with Salesforce Knowledge and enterprise taxonomy/IA practices.
* Experience preparing knowledge for AI‑driven support (LLMs, FinAI).
* Strong analytical skills with experience using Power BI or similar tools.
* Ability to influence cross‑functional stakeholders and drive governance adherence.
* Strong empathy for customer needs and the ability to translate behavioural insights into knowledge improvements.
* Excellent communication, content strategy, and editorial skills.
* Experience applying SEO, web analytics, and AI‑ready content best practices.
* KCS certification or similar frameworks preferred.
Technical Stack you'll be working with:
* SaaS Support Platform (Salesforce Service Cloud)
* AI Support Tools (Intercom FinAI)
* BI Tools (Power BI, Tableau)
* Automation Tools (workflow automation, triggers, macros)
* Atlassian Cloud (Jira, Confluence)
* Integrations/APIs where relevant
What's in it for you:
* Innovation is at our core. We work with cutting‑edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions.
* We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team.
* Work‑life balance is important to us. We offer flexible work options, remote opportunities, and generous time‑off policies to ensure a healthy work‑life balance.
* We offer competitive compensation, including a competitive salary and comprehensive benefits such as health insurance and retirement plans.
* We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success.
* Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth.
* We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.
We welcome and encourage candidates of all backgrounds to apply.
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