Knowledge Architect

About the role

We are looking for a strategic Knowledge Architect to transform how our organization captures, structures, and deploys information. This role is not just about writing articles; it is about building the intellectual infrastructure that powers our AI deflection, empowers our Support agents, and scales our customer self-service. You will bridge the gap between technical complexity and user accessibility, ensuring our knowledge assets are structured for both human clarity and machine readability.

What you’ll do as a Knowledge Architect

• Design and Govern Knowledge Architecture: Define, implement, and maintain the structure, taxonomy, and governance policies for our Zendesk knowledge base and related content systems.
• Strategic Content Lifecycle Management: Oversee the entire knowledge lifecycle: identifying critical knowledge gaps, commissioning new content from subject matter experts (SMEs), reviewing for accuracy and tone, and retiring outdated information.
• Enhance AI & Automation Strategy: Act as the crucial link between our knowledge assets and our AI/automation tools. You will structure content for optimal machine readability to maximize AI ticket deflection, improve chatbot accuracy, and enhance agent-assist features.
• Drive Knowledge Culture: Champion a culture of proactive knowledge contribution across the support team and collaborate with Product/Engineering to embed knowledge creation into the development process.
• Performance & Optimization: Establish key performance indicators (KPIs) for knowledge health (e.g., search success rate, deflection rate, content gaps) and use data analysis to prioritize updates and improvements.
• Cross-Functional Knowledge Sync: Establish seamless collaboration channels with Product, Engineering, and CS Operations to ensure documentation for new features, bugs, and complex workflows is captured before it hits the support floor.

What we’re looking for

• 4+ years of experience in Knowledge Management, Content Strategy, Technical Writing, or a Senior Support Operations role, preferably in a SaaS or high-growth tech environment.
• Proven experience designing and implementing knowledge management systems (Zendesk Guide/Help Center experience is essential).
• Demonstrated understanding of how structured content fuels AI/ML applications (e.g., training data for chatbots, knowledge search indexing).
• Exceptional editorial and information architecture skills; ability to translate complex technical information (across multiple products) into clear, concise, customer-facing content.
• Strong analytical skills, with experience using data (Zendesk/Jira analytics) to identify content gaps and measure the ROI of knowledge efforts.
• Ability to influence stakeholders and drive process change without direct authority.

Nice to haves

• Experience working with a distributed/remote team.
• Successful track record collaborating cross-functionally across internal teams (Sales, Success, Product, Engineering, Marketing) to solve customer problems.
• Experience with content management systems (CMS) beyond standard ticketing platforms.
• Familiarity with data concepts (e.g., SQL for light analysis, understanding data pipelines) that inform content structure.
• Experience supporting multiple complex software products or enterprise-level platforms.
• Degree in Information Science, Communications, Technical Writing, or a related field.
• Restaurant Technology experience  
• Held a leadership role in a cloud Software company with 500+ Customers and over $100M in revenue. 
• Bachelor’s Degree in Information Science, Library Science, Technical Communications, Computer Science, or a related field.
• Preferred: Master’s degree in Information Architecture (IA) or Knowledge Management (KM).
• Certifications (Bonus): KCS (Knowledge-Centered Service) Certification, Zendesk Administrator Certification, or PMP.

What you’ll get

• Great mission-driven team members from diverse backgrounds with a strong company culture
• Competitive pay
• Flexible PTO
• Paid company holidays
• Yearly team off-sites
• Medical, dental, and vision benefits (FSA, HSA & HRA options)
• Basic & Voluntary Life Insurance
• 401k employer match
• Wellness benefits
• Commuter benefits
• Work in an open environment on solutions that are reshaping the way businesses operate
• Fun team events
• Ability to have a big impact
• 10 weeks of paid parental leave
• Fitness reimbursement
• Learning & development funds

Essential Physical & Mental Requirements: 

• Prolonged periods of sitting at a desk
• Prolonged periods of typing and working at a computer
• Ability to listen and speak over the phone or Zoom calls
• High level of mental concentration and focus

Other Duties: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation:

The annual base compensation range for this position is $105,000 - $120,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $112,875 - $129,000.

Actual compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualifications, education, experience, and location. Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range.

Accessibility Accommodation Statement

Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact recruiting@crunchtime.com.