CX Knowledge Base & Enablement Manager

<b>Description</b><br><p>Tailor Brands helps millions of entrepreneurs build their business from the ground up. World-class support - delivered by&nbsp;<strong>humans and AI working in perfect sync - </strong>is what keeps them moving. We’re looking for a hands-on owner to run and continuously level-up the knowledge engine that powers every customer touchpoint.</p><p>If you’re the kind of person who loves turning chaos into clarity, Build the brain behind every support interaction, shipping content at startup speed and proving the impact with hard numbers - this role is for you.</p><p><br></p><p><strong>What you’ll do:</strong></p><ul><li><strong>Help Center management&nbsp;</strong>- Keep our external Help Center up to date, while monitoring and prioritizing low-rated articles, top searches, and “no result” queries before it hurts our KPIs</li><li><strong>Knowledge base A-Z for every channel&nbsp;</strong>-<strong>&nbsp;</strong>Manage all resources that drive customer interactions—email templates, chat snippets, phone scripts—for both human agents and AI.</li><li><strong>Road-mapping &amp; timelines&nbsp;</strong>- build and own a living Gantt board, set milestones, and push cross-team owners to hit them, because you’re the one steering the ship.</li><li><strong>Policy translation &amp; compliance&nbsp;</strong>-<strong>&nbsp;</strong>Turn every refund, cancellation, or new-product policy into crystal-clear customer and agent content, then audit quarterly to stay compliant.</li><li><strong>Proactive training &amp; enablement -&nbsp;</strong>Spot weak signals (low CSAT themes, negative-sentiment calls, search-gap spikes) and spin up micro-learning sessions before issues snowball.</li><li><strong>Insight &amp; Optimization&nbsp;</strong>-<strong>&nbsp;</strong>Publish monthly dashboards on article health, AI fallback, self-service deflection, and recommend backlog fixes—your data drives the roadmap.</li><li><strong>Collaboration&nbsp;</strong>- Partner with Product, Legal, Marketing, and Data, yet remain the single point of accountability for getting knowledge live—and keeping it alive.</li></ul><p><br></p><br> <b>Requirements</b><br><ul><li><strong>Lives and breathes customer experience</strong>—passionate about customer support and known for delivering exceptional written&nbsp;<em>and</em>&nbsp;verbal support.</li><li><strong>2+ yrs</strong>&nbsp;in knowledge management, CX content, L&amp;D or technical writing - ideally in a fast-moving or global SaaS environment.</li><li>Demonstrated ownership of a Help Center or internal KB</li><li>Project-management muscle—comfortable running a roadmap solo, juggling dependencies and defining reliable timelines</li><li>Native written English; Hebrew or other languages an advantage.</li></ul><br>