--- title: 'Director of Knowledge Management - NAMER at Ashby' canonical: 'https://feeny.ai/job/director-of-knowledge-management-namer-ashby-united-states-hjjwcbs4n5ej' type: 'job' last_seen: '2026-11-03' --- # Director of Knowledge Management - NAMER at Ashby - **Company:** Ashby - **Location:** United States - **Compensation:** $160k–$190k - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-10-30 - **Last confirmed live:** 2026-11-03 - **Apply:** https://jobs.ashbyhq.com/ashby/e2658f41-bf91-4e0c-90b3-652ddb7dda50 ## Job description Hello! I’m Allie, Head of Support at Ashby. 👋 Knowledge is one of the most important levers we have for delivering a great customer experience. Our knowledge ecosystem shapes how customers learn Ashby, how our Specialists resolve tickets, and how many customers never need to file a ticket at all. We have a tenured, talented Knowledge Management team doing excellent work. What we’re missing is someone to unify its work into a single, strategic practice. That’s why we’re hiring our first Director of Knowledge Management. You’ll lead a team of Knowledge Managers and expand the team into new areas, including Digital Support experience and content localization. You’ll set the vision, standards, and operating model that connect our customer-facing Help Center, internal Knowledge Base, and the self-service and in-app experiences built on them, including our AI Assistant. You’ll coach and develop a team that is growing and taking on new kinds of work, and you’ll be the voice of Knowledge in conversations with Support, Customer Success, Product, Engineering, and beyond. ## About the role Today, our Knowledge Managers divide their work between internal and external content. You’ll help the team decide where to focus next, in what order, and how its structure should evolve to deliver on those priorities. Knowledge Management is its own function at Ashby, separate from the internal and external enablement teams. You’ll build strong partnerships with both, defining clear boundaries and handoffs so content is consistent, never duplicated, and never left without an owner. Your team will also co-own the AI Assistant’s self-service experience with Product, helping customers find the right knowledge when and where they need it. You’ll stay close enough to the content to coach with specifics, while relying on your team for the day-to-day execution of knowledge governance. What you’ll own: Set the Direction for Knowledge - Define the vision, roadmap, and success measures for Knowledge Management across internal and external content. - Identify the highest-impact opportunities to improve the knowledge ecosystem and sequence them against team capacity. - Build a clear model for content ownership, governance, and quality, streamlining how content is created, reviewed, and kept current as our product evolves. - Champion Knowledge-Centered Service (KCS) practices and drive adoption across Support. Lead and Develop the Team - Coach and develop Knowledge Managers through specific feedback on their work, clear career paths, and growth opportunities. - Evolve the team’s structure and divide work in the way that best serves customers and the business, with room to move beyond the current internal/external split. - Hire and onboard new team members next year, including Knowledge Managers, a Digital Support experience role, and a localization role. Shape the AI Assistant’s Self-Service Experience - Co-own the AI Assistant’s self-service experience with Product, aligning on strategy, roadmap, and quality and partnering with Support, Support Operations, and Engineering on design and testing. - Help lead both declarative flows (structured, designed paths) and generative flows (AI-composed answers grounded in our content), and decide when each is the right tool. - Shape how content is structured, tagged, and governed so the Assistant surfaces accurate, current answers. Build Our Localization Strategy - Build our localization strategy for Help Center content and drive the translation strategy for Customer Education, balancing quality, speed, and cost. - Define priorities for languages, content types, and tooling, and put processes in place to keep translated content in sync with the source. Measure and Improve Results - Define and report on knowledge health, including content usage, search success, deflection, article quality, freshness, and the impact of knowledge on ticket volume and handle time. Treat deflection as a signal of customer success, not just cost reduction. - Measure how well the AI Assistant resolves customer questions, and use those conversations, ticket trends, customer feedback, and Specialist input to identify gaps and set content priorities. Partner Across Ashby - Work closely with Customer Education and internal enablement in RevOps to align on ownership, standards, and a shared view of the customer and employee learning journey. - Partner with Product Marketing and Engineering so documentation keeps pace with releases and launches. ## Requirements - Multiple years of experience leading knowledge management or content programs, setting strategy and building processes that scale with the business, ideally in B2B SaaS Support or Customer Experience. - Experience managing a team of content or knowledge professionals, including coaching people at different levels of experience. - Ability to connect knowledge across internal and external audiences, aligning Support, Product, Marketing, Engineering, and enablement teams around clear ownership and shared standards. - Experience designing or operating self-service or AI-assisted support experiences, including both structured and generative flows, and a point of view on how knowledge quality shapes their performance. - Experience defining success measures for knowledge and using data to prioritize and make tradeoffs. - Comfort working in ambiguity as the function’s first dedicated leader, building on existing practices while setting a clear direction. - Strong writing and editing instincts. You’ll stay close enough to the work to set a high quality bar and give specific feedback. - Experience with KCS or comparable methodologies. You should apply if: - You’ve led a knowledge management, documentation, or content program and managed a team of knowledge or content professionals. - You’ve designed or operated self-service or AI-assisted support experiences, including structured and generative flows, and understand how knowledge quality affects their performance. - You’re a strong writer and editor who can give specific feedback on the work, coach people at different levels, and help them grow. - You see knowledge as a strategic lever for customer experience and can bring teams together around clear ownership, shared standards, and measurable results. - You’re excited to build on an experienced team, shape how the function operates, and expand into new areas like Digital Support experience and localization. You should not apply if: - Your background doesn’t include both managing a knowledge or content team and setting strategy for a knowledge, documentation, or content program. - You haven’t designed or operated self-service or AI-assisted support experiences. - You want a purely strategic role that keeps you removed from the content and the detailed feedback your team needs. - You need a fully built, fully staffed function or an established playbook to step into. We have a strong foundation, but several roles are still to be hired and the operating model is still taking shape. - You want sole ownership of AI product decisions or prefer to work only within a team you manage. This role depends on shared decisions with Product and strong partnerships across Ashby. ## About Ashby Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at [ashbyhq.com](http://ashbyhq.com). ## About Go To Market We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us: - We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. - We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers. - We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our[Leadership Principles](https://www.ashbyhq.com/blog/culture/ashbys-leadership-principles) to get a sense of what we value in People Leaders at Ashby. Interview process Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical leadership, people management, communication, judgment, and cross-functional collaboration. - Intro call with Recruiting — 30 min - Hiring Manager interview — 45 min - Take-home assessment - 5 days to complete - Support Leadership — 45 min - Virtual Onsite — 75 min - Customer Self-Service Strategy — 30 min - Knowledge Team Leadership and Coaching — 30 min - Knowledge Strategy and Operating Model — 30 min - Closing Questions — 15 min - Founder interview — 30 min ## Benefits Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage. - 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby—do it when you feel financially comfortable. - Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 - Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. - A $1,200 annual learning and professional-development budget. - A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop. - Extended health benefits for you and your dependents (subject to availability with our Employer of Record) - Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events. Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position. ## About Ashby ## Company Overview - **One-liner**: Ashby provides an all-in-one recruiting software platform that combines ATS, CRM, Scheduling, and Analytics, with AI embedded across every layer. - **Entity Type**: Private - **Headquarters**: San Francisco, California, USA (remote-first company) - **Founded**: 2018 - **Founders**: Benjamin Encz (Co-founder & CEO), Abhik Pramanik (Co-founder & VP of Engineering) ## Core Business - **Primary industry/industries**: Recruiting technology (HR Tech), Applicant Tracking Systems (ATS), Talent Acquisition Software - **Target customers**: B2B, serving ambitious teams from startups to enterprises (1–100 employees through 1,000+ employees) - **Mission or purpose statement**: To empower ambitious teams to excel at hiring by providing a powerful, integrated recruiting platform that evolves at the speed of AI. ## Products & Services For each major offering: - **[Ashby ATS & CRM]**: All-in-one recruiting platform combining Applicant Tracking System and Candidate Relationship Management. Manages the full hiring workflow from sourcing to offer. - **[Ashby Scheduling]**: Automated interview scheduling integrated directly into the platform. - **[Ashby Analytics]**: Advanced recruiting analytics that can work on top of existing recruiting tools, providing custom reporting and actionable insights. - **[Ashby for Enterprise]**: Enterprise-grade solution with sophisticated hiring needs, supporting large organizations with structured hiring and deep integrations. - **[Ashby for Growth]**: Scalable solution for companies with 101–1,000 employees needing robust hiring capabilities. - **[Ashby for Startups]**: Easy-to-use, all-in-one product designed for early-stage companies (1–100 employees) that scales with them. ## Market Standing - **Valuation/Market Cap**: Not publicly available - **Key Metric**: Total Funding (Private company) — not publicly disclosed; serves 2,900+ customers as of 2025. - **Notable Investors/Partners**: Not explicitly listed in available sources, but the company has grown to over 2,900 customers with 135% YoY growth. - **Growth Signals**: 135% year-over-year growth; expanded from "only a few hundred customers" to 2,900+; operates as a remote team across 20+ countries; added major enterprise capabilities. ## Competitive Advantages - **True all-in-one platform**: No need to choose between ATS, CRM, scheduling, and analytics — all are natively integrated, reducing tool sprawl. - **AI embedded in every layer**: Meaningful AI integration built on a strong data foundation, not just superficial features. - **Structured hiring end-to-end**: Enables more accurate and fair candidate assessments with structured, data-driven processes. - **Custom reporting and insights**: Provides instant visibility and actionable analytics to improve hiring continuously. - **Remote-by-design company culture**: Built as a fully remote team from the start, with employees across 23 countries in North America, South America, Europe, and Asia. - **Strong operating principles**: Documented culture emphasizing principled thinking, ownership, thoughtful communication, and long-term optimization. ## Strategic Focus - **Current priorities and direction for growth**: Deepening AI capabilities across the entire platform; scaling to serve larger enterprise customers; maintaining high-quality customer experience as the company grows; expanding globally with remote teams across multiple continents. ## Why Work Here - **Culture**: Remote-first company with a well-defined set of operating principles including "Be Frustratingly Patient About Hiring," "Optimize For The Long Term," and "Care Deeply About Our Customers." Team emphasises continuous improvement, constructive debate, and thoughtful communication. - **Remote/hybrid/office policy**: Fully remote-first — employees work from 23 different countries across North America, South America, Europe, and Asia. Hosts annual company-wide gatherings and individual team meetups. - **Notable perks or engineering culture**: Strong engineering culture with multiple open engineering roles (Staff Product Engineer, Staff Platform Engineer, Senior Software Engineer, Engineering Managers). Emphasis on "principled thinking over experience" — the company values how you think and solve problems over simply having the right background. - **Growth trajectory**: Joining a rapidly scaling company (135% YoY growth) with significant career development opportunities as the company expands. - **Current open roles (as of search date)**: Engineering Manager (multiple regions), Staff Product Engineer, Staff Platform Engineer, Staff Design Engineer, Senior Software Engineer, Senior Product Designer, Technical Recruiter, Product Support roles, Strategy & Operations roles, various sales and customer success positions. ## Sources 1. [ashbyhq.com](https://www.ashbyhq.com) 2. [ashbyhq.com/careers](https://www.ashbyhq.com/careers) 3. [ashbyhq.com/team](https://www.ashbyhq.com/team) 4. [ashbyhq.com/blog/culture/ashbys-operating-principles](https://www.ashbyhq.com/blog/culture/ashbys-operating-principles) 5. 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