Back
Lead, CX Knowledge Management
Full-time
About Aura
Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats. Over 400 people worldwide, guided by leadership that's successfully grown startups into multi-billion dollar organizations.
About The Role
Aura is looking for a Lead, CX Knowledge Management to own and evolve the internal and external knowledge systems that power the Customer Experience organization.
In this role, you'll design, maintain, and scale the Knowledge Base and Salesforce Help Center, ensuring content is accurate, discoverable, and ready to support both human agents and AI-assisted experiences. You'll write and optimize knowledge content, partner closely with CX leadership and cross-functional teams, and use performance data to continuously improve how customers and agents find and use information.
Responsibilities
Own the structure and optimization of Aura's CX knowledge ecosystem, including Salesforce Knowledge (agent-facing) and the Salesforce Help Center (customer-facing)
Write, edit, and maintain high-quality knowledge content, establishing quality standards and auditing existing knowledge
Partner with subject matter experts to translate complex technical and operational processes into accessible documentation
Use self-service and support performance data to prioritize updates and inform knowledge strategy
Develop and maintain AI-ready knowledge content, leveraging AI-enabled tooling to improve speed, consistency, and accuracy at scale
