Manager, Support Content & Knowledge

About the role

Auctane powers shipping for hundreds of thousands of businesses worldwide through brands like ShipStation, Stamps.com, ShipEngine, Metapack, and more. Our customers depend on us to keep them moving — and the quality of our support content is a direct lever on whether they can help themselves or need to pick up the phone.

We’re looking for a Manager to own and transform our support content and knowledge operations. This isn’t a maintain-what-exists role. Our knowledge base needs a reset. Our help center needs to measurably deflect contact volume. And we believe AI is the key to getting a small, sharp team to operate at the scale of a much larger one.

About the team

You’ll lead a team of content writers and knowledge base specialists. You’ll be responsible for the strategy, architecture, and execution of all support-facing content, both the customer-facing help center and the internal knowledge base that powers our agents and AI tools.

What will you be doing?

Content & Knowledge Strategy

• Define and execute the content strategy for customer-facing help centers and internal agent knowledge bases across Auctane brands, starting with Stamps.com and ShipStation.
• Establish a unified content architecture that supports both public and internal content with clear classification, access controls, and publishing workflows.
• Build and maintain a content taxonomy and governance model that scales as we add brands and channels.
• Partner with Product, Engineering, and Training to ensure knowledge is created proactively — not reactively after customers start calling.

AI-Forward Operations

• Leverage AI tools and workflows to dramatically increase content velocity, quality, and coverage. We expect this role to be hands-on with AI — evaluating tools, designing AI-augmented workflows, and continuously improving how the team operates.
• Identify and implement AI solutions for content drafting, knowledge gap detection, stale content identification, and automated quality assurance.
• Work closely with the AI and chatbot team to ensure content is structured and optimized for AI consumption — what you publish directly impacts how well our AI agent performs.
• Evaluate and recommend knowledge management platforms and tooling. You’ll play a central role in technology decisions that affect how content is authored, managed, and served.

Team Leadership & Execution

• Lead a team of 3–8 content writers and KB specialists. Set priorities, manage workload, and develop your people.
• Evaluate the content request and production workflow. Today it runs through Jira tickets from various departments and it needs to be faster, smarter, and less manual.
• Own the metrics. Establish KPIs for content performance: deflection rates, article effectiveness, knowledge coverage, content freshness, and self-service adoption.
• Drive accountability for content quality across brands. If the knowledge base is outdated, agents use workarounds. If the help center doesn’t answer the question, customers call. You own that outcome.

Platform & Architecture

• Lead the evaluation and potential migration of our content management tooling. Our current stack includes Paligo (CMS), Confluence (internal KB), and Zendesk Guide (customer-facing). This needs to be simplified.
• Ensure content reuse and structured authoring capabilities are preserved or improved in any platform transition. We publish across multiple brands and need efficient multi-brand content management.
• Collaborate with engineering and vendor partners on integrations, API configurations, and content delivery pipelines.

What are we looking for?

• 3+ years of experience in content operations, knowledge management, technical writing, or a related function
• 1+ years in a people management or team lead role, with experience setting priorities and developing individual contributors
• Hands-on experience managing a knowledge base or help center, including content governance, taxonomy, and publishing workflows
• Demonstrated ability to work cross-functionally with Product, Engineering, and Support teams to keep content current and accurate
• Comfort with AI tools in a content context, whether that is writing assistants, gap detection, or quality automation; this role is expected to use AI actively, not just be aware of it
• Strong project management instincts with the ability to juggle multiple brands, stakeholders, and workstreams without dropping things

What will make you stand out?

• Experience in a SaaS or e-commerce environment, particularly in a customer support or CX function
• Familiarity with structured authoring and content reuse principles (DITA, component-based CMS, or similar)
• Experience managing content across multiple brands or product lines
• Comfort with data: able to pull and interpret basic content performance metrics and make decisions from them

The Tech

• Paligo CMS
• Zendesk Guide or comparable help center platform
• Confluence or internal knowledge base tooling
• Jira for workflow and request management
• Google Workspace (Docs, Sheets, Slides)
• AI writing and workflow tools (comfort level more important than specific platform experience)

What do we offer?

• 🏠 We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays.
• 🛬Take the reins of your time off with our Flex Time Off policy – because work-life balance should always be in your hands!
• 🌅 We offer 12 paid holidays for all of our US employees!
• 💰401k employer matching program – because your future deserves a friendly boost!
• ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
• 🏟️ Company events, we work hard, play hard! We do our best every day, even at our regular team-building events.
• 🏢 Attractive office space in the heart of central Austin, Texas (free drinks, snacks…).
• 🍽Indulge in weekly catered lunches at our office – a delicious perk to fuel your work.
• 🏐 Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans. 
• 🏋🏾‍♀️Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
• 🧠Employee Assistance Program. We offer up to 8 free mental health sessions. 
• 💪🏽We offer gym discounts to help you stay fit and healthy!
• 📚We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way. 
• 🔗 Employee Referral Program! We reward employees helping us find top talent!
• 💜 An inclusive, casual and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

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