Knowledge Base Specialist | B2B SaaS | Fully Remote (UK)
Our client is a growing UK software business whose platform helps operationally complex, regulated businesses run their day-to-day and stay compliant. The product is getting bigger, the customer base is getting bigger, and the volume and complexity of support is growing with both.
Right now, knowledge sits across teams. Some of it is in the help centre, some of it is in people's heads, and a fair amount of what is published is out of date or hard to follow. Customers don't always find the answer, so they raise a ticket instead. Internal teams don't always have a single place to point them.
That is the problem this role exists to fix.
The role
You'll own the knowledge base. Not just the writing, but the structure, the search logic, the taxonomy and the journey a customer takes from "I'm stuck" to "sorted". You'll work directly with the Head of Operations to define a self-service strategy that scales, and you'll sit close enough to Product and Engineering to capture what's changing at the source, before it lands on a support queue.
In practice that means writing and editing how-to guides, workflow tutorials and troubleshooting content that a non-technical customer can actually use. Auditing what exists, merging duplicates and retiring the dead weight. Designing learning paths rather than lists of articles. Watching helpfulness scores, search trends and deflection rates, and using them to decide what gets fixed next. Owning the style guide and keeping documentation in step with every release.
This is a remote-first business with an established habit of getting the team together in person, so expect quarterly UK offsites, an annual full-team offsite and the occasional trip to a client site.
Who this suits
You have two or more years in technical writing, content design or knowledge base management for a SaaS or technical product, and you've done it inside a fast-moving software company alongside Product and Support teams. You're technically comfortable enough to sit with an engineer, understand what they've built and translate it into something a busy operations manager can follow. You know your way round a help centre platform such as Zendesk, Intercom or Confluence, and you use the analytics rather than just publishing and hoping.
Even better if you've built a help centre from scratch, you're already using AI tools to speed up drafting and tagging, or you know accessibility best practice for documentation