Zendesk Knowledge Program Manager, Customer Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Zendesk Knowledge Program Manager, Customer Support based in United States.

The Knowledge Program Manager will lead the strategy and evolution of a customer support knowledge program focused on making accurate, relevant, and useful information easy to find.
You will own knowledge quality, governance, coverage, and effectiveness across both customer-facing and internal support channels.
As the organization’s KCS expert, you will establish the workflows, standards, and measurement framework that guide the full knowledge lifecycle.
This is a highly hands-on role, working closely with support leaders, associates, and subject-matter experts to improve content and embed strong knowledge practices.
You will use customer demand, search behavior, support cases, feedback, and analytics to identify gaps and strengthen self-service outcomes.
You will also collaborate closely with product and support teams to improve the Help Center experience while maintaining clear ownership of content and platform responsibilities.
This is an opportunity to build program maturity, influence support operations, and directly improve both customer and employee experiences.