Lead, CX Knowledge Management at Aura

, , United States -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

100000.0

Posted On

07 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Knowledge Management, Content Strategy, Technical Writing, Support Operations, Content Optimization, Quality Standards, Data Analysis, AI-Ready Content, Change Management, Salesforce Knowledge, Salesforce Help Center, SEO, Cross-functional Collaboration

Industry

Software Development

Description

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, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations. Come build with us! About the Role: Aura is looking for a Lead, CX Knowledge Management to own and evolve the internal and external knowledge systems that power our Customer Experience (CX) organization. In this role, you’ll design, maintain, and scale our 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. This is a hands-on, highly collaborative role for someone who sees knowledge as infrastructure, not just documentation. 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 to ensure clarity, accuracy, and consistency. Partner with subject matter experts to translate complex technical and operational processes into accessible, user-friendly 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. Collaborate with CX, Product, Engineering, and SEO teams to ensure knowledge supports current and future customer support experiences. Support adoption of CX knowledge updates through clear documentation, change management practices, and lightweight multimedia assets (e.g., visuals, short demos) when helpful. Qualifications: 5+ years of experience in knowledge management, content strategy, technical writing, support operations, or a related role in a technology company. Strong writing and editing skills, with the ability to explain complex technical concepts clearly. Data-driven mindset, using metrics and insights to continuously improve content and self-service effectiveness. Proven ability to collaborate cross-functionally with CX, Product, Engineering, and other partners. Comfort working in fast-moving, ambiguous environments with a proactive, solutions-oriented approach. Working knowledge of support platforms or help center systems (Salesforce Service Cloud strongly preferred). Interest in AI-enabled support experiences and how structured knowledge improves automation and self-service. Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $85,000 - 100,000 but may vary depending on job-related knowledge, skills, experience and location. #LI-Remote Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome. Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know. Important privacy information for United States based job applicants can be found here.

Responsibilities

The Lead, CX Knowledge Management will own and optimize the structure of the CX knowledge ecosystem, including both agent-facing Salesforce Knowledge and customer-facing Salesforce Help Center. This involves writing, editing, and maintaining high-quality content while using performance data to drive strategy and support AI-enabled experiences.