The Role
Lead global customer support knowledge strategy and governance, manage end-to-end content lifecycle, structure knowledge for AI-driven support, optimize taxonomy and search, partner cross-functionally, and use analytics to measure article performance and deflection.
Summary Generated by Built In
Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!
We are seeking a highly motivated and experienced Knowledge Base Owner to lead global knowledge strategy within our Customer Support organization. This role ensures our Salesforce Knowledge Base, AI-driven tools (Fin, AiDA), and help-site ecosystem deliver accurate, trusted, and AI-ready content that improves customer outcomes and operational efficiency. This role owns knowledge not just as content, but as a customer experience and AI enablement system across all support channels.
What you'll be doing:
- Lead global customer support knowledge base (KB) management strategy, governance, and content standards.
- Expand strategy to influence all knowledge channels including help center, macros, internal enablement, and in-product guidance
- Own the end-to-end content lifecycle: intake, authoring, review, publishing, and retirement.
- Define standards for multimedia assets such as screenshots, GIFs, and videos.
- Use customer and teammate feedback, search data, and AI signals to continuously improve automated and proactive support experiences.
- Partner with Conversation Design and Systems teams to ensure knowledge is structured for conversational AI journeys in Fin.
- Ensure taxonomy, metadata, and search tuning support high-quality retrieval and deflection.
- Partner with Support, Product, Education, and Regional Leaders to align knowledge with product changes and customer needs.
- Use analytics (such as Power BI) to measure search success, article performance, and deflection outcomes.
- Ensure content accuracy, permissions, visibility rules, and reduce stale/broken/duplicate content.
What you'll bring:
- 5+ years experience in SaaS knowledge management or related roles.
- Expertise with Salesforce Knowledge and enterprise taxonomy/IA practices.
- Experience preparing knowledge for AI-driven support (LLMs, FinAI).
- Strong analytical skills with experience using Power BI or similar tools.
- Ability to influence cross-functional stakeholders and drive governance adherence.
- Strong empathy for customer needs and the ability to translate behavioural insights into knowledge improvements.
- Excellent communication, content strategy, and editorial skills.
- Experience applying SEO, web analytics, and AI-ready content best practices.
- KCS certification or similar frameworks preferred.
Technical Stack you'll be working with:
- SaaS Support Platform (Salesforce Service Cloud)
- AI Support Tools (Intercom FinAI)
- BI Tools (Power BI, Tableau)
- Automation Tools (workflow automation, triggers, macros)
- Atlassian Cloud (Jira/Confluence)
- Integrations/APIs where relevant
What's in it for you:
▪️Innovation is at our core. We work with cutting-edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions.
▪️We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team.
▪️Work-life balance is important to us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance.
▪️We offer competitive compensation, including a competitive salary and comprehensive benefits such as health insurance and retirement plans.
▪️We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success.
▪️Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth.
▪️We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.
About Caseware:
Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.
With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.
One of Caseware's core values is Many Voices, One Team and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at [email protected].
AI Usage:
The recruitment process may use AI assisted tools but not for candidate screening or assessment. All final hiring decisions are made by humans to ensure fairness, transparency, and oversight.
Background Check:
Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well. Candidates residing in the Netherlands and Germany are excluded from undergoing background checks via Certn.co
Security and Fraud:
Caseware takes the security of candidates seriously. All legitimate communication from us will come from email addresses ending in @caseware.com and our open positions are always listed on reputable job boards and on our website https://jobs.lever.co/caseware. We will NEVER ask for payment or financial information from you. If you receive an unsolicited job offer, proceed with extreme caution.
Skills Required
- 5+ years experience in SaaS knowledge management or related roles
- Expertise with Salesforce Knowledge and enterprise taxonomy/IA practices
- Experience preparing knowledge for AI-driven support (LLMs, FinAI)
- Strong analytical skills with experience using Power BI or similar tools
- Ability to influence cross-functional stakeholders and drive governance adherence
- Strong empathy for customer needs and ability to translate behavioural insights into knowledge improvements
- Excellent communication, content strategy, and editorial skills
- Experience applying SEO, web analytics, and AI-ready content best practices
- KCS certification or similar frameworks
- Familiarity with Salesforce Service Cloud / Salesforce Knowledge implementations
- Experience with Intercom FinAI, Fin, AiDA or similar AI support tools
- Experience with BI tools such as Power BI and Tableau
- Experience with workflow automation, triggers, and macros
- Experience with Atlassian Cloud (Jira/Confluence)
- Experience with integrations and APIs
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The Company
What We Do
Caseware is the leading global provider of cloud-enabled audit, financial reporting and data analytics solutions for accounting firms, corporations and government regulators. Caseware’s innovative tools and platforms help more than half a million customers in 130 countries work smarter, dig deeper and see further as they transform insights into impact.
