Technical Program Manager, Knowledge Base (Customer Support)

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

An overview of this role

We are seeking an experienced and motivated Program Manager to lead, define, and develop our knowledge base (KB) for the customer support team, using Knowledge-Centered Service (KCS) methodology. This leader will focus on creating a high-quality, user-centric knowledge base in Zendesk, enabling our support team to resolve issues efficiently and empowering customers with self-service solutions. This role requires expertise in knowledge base best practices, a customer-first mentality, and the ability to work cross-functionally with product, engineering, and support teams.

What you’ll do

Knowledge Base Strategy and Vision:

• Define and drive the vision and strategy for the Knowledge Base, aligning with company goals to enhance customer satisfaction and streamline support processes.
• Develop and maintain a content roadmap for the knowledge base, setting measurable goals for usage, relevance, and quality, leveraging KCS principles.

Content Development and Management (KCS-based):

• Lead and manage the creation, organization, and optimization of knowledge articles following KCS methodology to ensure content accuracy, relevance, and accessibility.
• Implement a KCS-driven workflow to capture, structure, and reuse knowledge effectively, empowering the team to document resolutions in real-time.
• Develop standardized templates and guidelines based on KCS practices, promoting consistent knowledge base content creation and upkeep.

Team Leadership and KCS Coaching:

• Manage and mentor a team of knowledge base contributors, writers, and support agents, fostering a collaborative and continuous improvement environment.
• Provide coaching, training, and performance feedback on KCS methodologies to empower team members and improve knowledge management skills.
• Encourage KCS-aligned content contributions from support agents, setting up processes and providing training to support efficient documentation.

Zendesk Knowledge Management:

• Lead the design, implementation, and ongoing optimization of the Zendesk knowledge base, leveraging its tools and analytics to support KCS practices.
• Ensure Zendesk is configured to support KCS workflows, facilitating knowledge capture, reuse, and customer self-service.
• Stay current with Zendesk features, KCS practices, and industry trends to continuously improve the knowledge base experience.

User Experience and Content Optimization (KCS-Aligned):

• Use KCS insights to analyze user feedback, search patterns, and content gaps to optimize the knowledge base structure and navigation.
• Implement SEO best practices and adapt KCS practices to improve content discoverability and relevance.
• Monitor KPIs, including article usage, deflection rates, and customer satisfaction, aligning improvements with KCS objectives.

Cross-Functional Collaboration:

• Partner with product and engineering teams to ensure new features and updates are well-documented and integrated into the knowledge base.
• Work closely with support managers to align knowledge base and KCS initiatives with the broader support strategy.
• Act as the voice of the customer, advocating for improvements based on knowledge base and KCS insights and usage data.

About the team

The Technical Program Manager will sit within the Support Readiness team. The Support Readiness team is a team-within-a-team that makes sure that Customer Support is able to delight GitLab’s customers. We’re composed of a variety of specialists who focus on our operational, training and data needs. There’s plenty of opportunity to cross-train and extend into new areas, as we (like GitLab globally) hold that everyone can contribute.

As a smaller section of a larger org, we have a small team feel while we work together to build the good bones that a Support organization needs to succeed.

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget
• Parental leave
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.