Knowledge Manager

Who you are

• 3-5 years of experience in a knowledge management, content operations, or technical writing role – ideally within a SaaS or technology company
• Strong writing skills with the ability to translate complex processes into clear, user-friendly documentation
• Experience managing a knowledge base platform (e.g. Confluence, Zendesk Guide, Guru, Notion, or similar)
• A structured, systematic approach to content governance – comfortable working with taxonomies, metadata, and content lifecycles
• Familiarity with AI-assisted knowledge tools or interest in how AI can support knowledge surfacing and creation
• Ability to manage multiple workstreams independently and prioritise effectively in a fast-paced environment
• Strong stakeholder management skills – comfortable influencing without authority

What the job involves

• Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build
• Personio is looking for an experienced Knowledge Manager to join our CX Enablement & Knowledge Management team on a fixed-term contract for 12 months, covering a period of maternity leave
• This is a hands-on, high-impact role sitting at the intersection of knowledge strategy, content governance, and enablement
• You will be responsible for maintaining, evolving, and improving the knowledge infrastructure that supports our Customer Experience (CX) organisation – spanning both Support and Professional Services – so that our teams can find the right information at the right time, every time
• You will work closely with the CX Enablement Lead, cross-functional partners in Support and PS, and stakeholders across the broader business to ensure our knowledge base is accurate, well-structured, and genuinely useful
• Knowledge Base Management
• Own and maintain the CX knowledge base – conducting regular audits, enforcing content standards, and ensuring articles are accurate, current, and aligned to product and process changes
• Partner with SMEs across Customer Support,Professional Services, and CX Operations to create, review, and govern knowledge content using consistent taxonomies and frameworks
• Leverage AI tooling to improve knowledge surfacing, content quality, documentation creation workflows and the speed at which accurate information reaches our CX teams
• Content Creation & Governance
• Write and maintain clear, well-structured knowledge articles, SOPs, and process documentation, underpinned by content templates and writing guidelines that ensure consistency
• Manage content review cycles and approval workflows in collaboration with team leads and subject matter experts
• Enablement Support
• Support the embedding of knowledge tools and self-service habits across CX, contributing to AI-powered knowledge initiatives and shaping how tooling surfaces information more effectively
• Partner with the CX Enablement Lead on onboarding and learning content where knowledge management and enablement intersect
• Stakeholder Collaboration & Reporting
• Build strong relationships with Support, Professional Services and CXO to ensure the knowledge base reflects operational reality, tracking and reporting on health metrics including coverage, usage, freshness, and findability
• Champion knowledge management practices across CX, helping teams understand the value of good KM and embedding it into everyday ways of working
• Collaborate with cross-functional partners beyond CX – including Product, Operations, and People – to ensure knowledge reflects the latest business context and that KM has visibility at an organisational level

Benefits

• Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years (because we love what we do, but we also love vacation!)
• Make an impact on the environment and society with Impact Days
• Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
• Connect with your fellow Personios at regular company and team events like All Company Culture Week and local year-end celebrations
• Engage in a high-impact working environment with flat hierarchies and short decision-making processes
• Find your best way to work with our office-led, and remote-friendly PersonioFlex!