Director of Knowledge Management - NAMER

The posting, as Ashby wrote it

HELLO!

I’m Allie, Head of Support at Ashby. 👋 Knowledge is one of the most important levers we have for delivering a great customer experience. Our knowledge ecosystem shapes how customers learn Ashby, how our Specialists resolve tickets, and how many customers never need to file a ticket at all. We have a tenured, talented Knowledge Management team doing excellent work. What we’re missing is someone to unify its work into a single, strategic practice.

That’s why we’re hiring our first Director of Knowledge Management. You’ll lead a team of Knowledge Managers and expand the team into new areas, including Digital Support experience and content localization.

You’ll set the vision, standards, and operating model that connect our customer-facing Help Center, internal Knowledge Base, and the self-service and in-app experiences built on them, including our AI Assistant. You’ll coach and develop a team that is growing and taking on new kinds of work, and you’ll be the voice of Knowledge in conversations with Support, Customer Success, Product, Engineering, and beyond.

ABOUT THE ROLE

Today, our Knowledge Managers divide their work between internal and external content. You’ll help the team decide where to focus next, in what order, and how its structure should evolve to deliver on those priorities.

Knowledge Management is its own function at Ashby, separate from the internal and external enablement teams. You’ll build strong partnerships with both, defining clear boundaries and handoffs so content is consistent, never duplicated, and never left without an owner.

Your team will also co-own the AI Assistant’s self-service experience with Product, helping customers find the right knowledge when and where they need it. You’ll stay close enough to the content to coach with specifics, while relying on your team for the day-to-day execution of knowledge governance.

WHAT YOU’LL OWN

Set the Direction for Knowledge

• Define the vision, roadmap, and success measures for Knowledge Management across internal and external content.
• Identify the highest-impact opportunities to improve the knowledge ecosystem and sequence them against team capacity.
• Build a clear model for content ownership, governance, and quality, streamlining how content is created, reviewed, and kept current as our product evolves.
• Champion Knowledge-Centered Service (KCS) practices and drive adoption across Support.

Lead and Develop the Team

• Coach and develop Knowledge Managers through specific feedback on their work, clear career paths, and growth opportunities.
• Evolve the team’s structure and divide work in the way that best serves customers and the business, with room to move beyond the current internal/external split.
• Hire and onboard new team members next year, including Knowledge Managers, a Digital Support experience role, and a localization role.

Shape the AI Assistant’s Self-Service Experience

• Co-own the AI Assistant’s self-service expe

[…]
ice Strategy — 30 min

• Knowledge Team Leadership and Coaching — 30 min
• Knowledge Strategy and Operating Model — 30 min
• Closing Questions — 15 min
• Founder interview — 30 min

BENEFITS

Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.

• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby—do it when you feel financially comfortable.
• Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• A $1,200 annual learning and professional-development budget.
• A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
• Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
• Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.