Lead, CX Knowledge Management

About the Role:

Aura is looking for a Lead, CX Knowledge Management to own and evolve the internal and external knowledge systems that power our Customer Experience (CX) organization.

In this role, you’ll design, maintain, and scale our Knowledge Base and Salesforce Help Center, ensuring content is accurate, discoverable, and ready to support both human agents and AI-assisted experiences. You’ll write and optimize knowledge content, partner closely with CX leadership and cross-functional teams, and use performance data to continuously improve how customers and agents find and use information.

This is a hands-on, highly collaborative role for someone who sees knowledge as infrastructure, not just documentation.

Responsibilities:

• Own the structure and optimization of Aura’s CX knowledge ecosystem, including Salesforce Knowledge (agent-facing) and the Salesforce Help Center (customer-facing).

• Write, edit, and maintain high-quality knowledge content, establishing quality standards and auditing existing knowledge to ensure clarity, accuracy, and consistency.

• Partner with subject matter experts to translate complex technical and operational processes into accessible, user-friendly documentation.

• Use self-service and support performance data to prioritize updates and inform knowledge strategy.

• Develop and maintain AI-ready knowledge content, leveraging AI-enabled tooling to improve speed, consistency, and accuracy at scale.

• Collaborate with CX, Product, Engineering, and SEO teams to ensure knowledge supports current and future customer support experiences.

• Support adoption of CX knowledge updates through clear documentation, change management practices, and lightweight multimedia assets (e.g., visuals, short demos) when helpful.

Qualifications:

• 5+ years of experience in knowledge management, content strategy, technical writing, support operations, or a related role in a technology company.

• Strong writing and editing skills, with the ability to explain complex technical concepts clearly.

• Data-driven mindset, using metrics and insights to continuously improve content and self-service effectiveness.

• Proven ability to collaborate cross-functionally with CX, Product, Engineering, and other partners.

• Comfort working in fast-moving, ambiguous environments with a proactive, solutions-oriented approach.

• Working knowledge of support platforms or help center systems (Salesforce Service Cloud strongly preferred).

• Interest in AI-enabled support experiences and how structured knowledge improves automation and self-service.

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $85,000 - 100,000 but may vary depending on job-related knowledge, skills, experience and location.

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