About Maze

Maze is a Series B-funded startup building the future of product research for modern teams. We're backed by some of the world's best funds and are a fully remote team working across 35+ countries.

Maze is the user research platform that empowers any company to build the right products faster, by making user insights available at the speed of product development.

We believe that companies that win are incorporating user insights at every stage of product development, where the organization is empowered to conduct research no matter what their maturity, and that Research can focus on high-value questions with the greatest impact.

Built for ease of use, Maze allows researchers, designers, and product managers to collect and share user insights when needed most, putting them at the center of every decision.

With Maze, companies can recruit the right participants effortlessly, conduct research autonomously, and analyze user insights that drive actual decisions.

Please note that this role is open exclusively to candidates based in the Eastern Time Zone within the United States. Due to the nature of our work and collaboration requirements, applications from other locations will not be considered. We appreciate your understanding and interest!

About the Role:

The Knowledge Manager role within the Customer Support team at Maze oversees the external customer-facing documentation that our customers use to learn how to use Maze effectively. The role is responsible for ensuring that content is timely and accurate, implementing a knowledge management framework for periodically reviewing and updating documentation.

In this capacity, the Knowledge Manager will work closely with Support Leadership to ensure that our documentation is effectively deflecting customer tickets that can be addressed via improved documentation. The Knowledge Manager will also help with implementation and management of Automated Customer Experience (ACX) methodologies and tooling to help preemptively resolve tickets automatically.

This role will also work closely with key stakeholders to ensure that their needs are being met by our documentation, and will collaborate on an ongoing basis with our Customer Education Manager to ensure that training content within our documentation is effective and to align on external facing education and documentation. Finally, the Knowledge Manager will partner with our Product and Marketing teams to prepare documentation updates for every release.

What You'll Do:

• Develop and maintain a knowledge management framework for proactively ensuring the health of our customer-facing content

• Develop strategies for improving the quality of content being produced and for promoting usage of that content

• Collaborate with our Customer Education Manager to develop asynchronous, self-guided curricula that help train new and existing users on key parts of our service and ensure what’s being offered on an educational front always aligns with our public knowledge base documentation

• Work with Product and Marketing to prepare and publish comprehensive documentation to coincide with major product launches and iterative releases

• Work closely with Support Leadership to identify opportunities for ticket deflection and produce documentation to assist with deflection

• Collaborate with Support Leadership and CX Tools Devs to implement Automated Customer Experience (ACX) tooling; establish methodologies for creating, updating, and tuning any automated support content; and manage that content on a regular, recurring basis

• Identify KPIs and metrics that can be used to measure the health of our customer-facing content and the success of our deflection strategies as well as ensure this sort of information is shared broadly in weekly reporting

• Develop and maintain strong product knowledge and become an expert on the use of Maze, and familiarize yourself with best practices in design, UX research, and user testing

• Share best practices and suggestions for Maze’s internal documentation to arm our team with the same product knowledge we’re offering our customers

What You'll Need:

• You possess excellent written and verbal communication skills and excel at technical communication

• You're a natural-born evangelist with infectious enthusiasm

• You love learning a product inside and out, and educating customers on exciting new features and industry best practices

• You’ve implemented knowledge management frameworks and are familiar with Knowledge Centered Support best practices

• You would describe yourself as operationally-minded and customer-centric

• You’re familiar with Zendesk Support, Zendesk Guide, and Zendesk Gather

• You enjoy both devising content strategies and authoring content

Bonus Points:

• Proficiency with CSS, HTML, and Javascript for the purposes of content authorship

• Familiarity with user testing products like Maze

• Experience with prototyping and design tools like Adobe XD, Figma, InVision, Marvel, and Sketch

Inclusivity and Pay

At Maze, we are dedicated to building an equitable, inclusive, and authentic workspace. Unique and diverse perspectives are welcomed, and continuous growth is encouraged. We believe that people are more than their resumes, so if your past experience looks different than the criteria listed, we'd still love to hear from you. We appreciate and celebrate non-traditional life routes and encourage you to apply should you connect with a job description or the Maze culture. 

Maze values transparency and it enables us to approach compensation equitably across the world. We are informed by data and regularly check our salary ranges (either United States or Rest of World) against other venture backed companies. Additionally, we are proud of our holistic and generous benefits offerings, included in every compensation package.

We typically target the low - mid point of the salary range to allow room for growth within the role. Your salary is dependent upon many factors, including years of experience, expertise, etc. During your first interview, you can expect to have an open conversation with your recruiter regarding your compensation expectations.

Why Maze is unique

• Early-stage startup: You will join an early-stage startup with less than 150 team members. This means you'll have the unique opportunity to directly impact success and help shape the future of Maze.

• Market disruption: We believe that the way companies build products is fundamentally broken and the user research market is ripe for disruption. For too long, companies have been forced to choose between rapid development without user insights or investing months into research before bringing products to market. But there's finally a groundswell building around a path forward that eliminates this compromise - and Maze is leading the charge.

• Product-market Fit: Maze is used by 100,000+ brands across 4,000 companies, from SMB to enterprises, and in the last fiscal year, we saw 6.5M questions answered, supporting 25K decisions

Benefits

• Health insurance with international coverage, vision, and dental: 100% of the team member premium paid

  • For some locations, coverage options vary, please see our benefits pages for more information

• Free access to proper mental health care, unlimited virtual therapy sessions (with a human) and 24/7 access to resources

• Life and Disability Insurance, 100% of the team member premium paid

• Flexible time off

• Meaningful equity

• Company retreats, fully paid for by Maze

• New MacBook (laptop), paid for by Maze

• Paid Family leave: 16 weeks for birth or adoptive parents

• $500/month to be used for dependent health insurance coverage

  • If you don't have dependents to add to your plan, you will still get access to this money to be used at your discretion to get the benefits that matter to you with our flexible a-maze-ing benefits - gym memberships, co-working spaces, food, travel, whatever!

• $1,500 remote work setup fund to ensure you can set up a productive work space

• Flexible work schedule where you manage your own working hours

• Monthly Bonus.ly points that are awarded to others to recognize teamwork, dedication and helpfulness - points can be cashed out for gift cards and more

• Virtual social engagements randomly throughout the year

• SWAG, we have some really cool swag

• Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more

Check out all of our a-maze-ing benefits here. 

Outreach Notice

We understand you might be excited about the job you’re applying for, we are excited you are interested! However, please refrain from reaching out to our current team members on LinkedIn for referrals. Our policy is that referrals can only be provided by team members who personally know the candidate. With the high volume of interest in our roles, contacting our team members who are not involved in recruitment can be overwhelming. Additionally, please avoid submitting support tickets regarding your application, as our support team is not involved in the hiring process. Rest assured, our recruitment team is diligently reviewing all applications and will reach out directly if there is a match.