Job details

Manager of Knowledge Centered Support

Pax8 is the leading cloud-based technology marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to build the technology marketplace of the future. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative and humorously offbeat. We work hard, keep it fun, and expect the best.

We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.

We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.

Position Summary:

We are seeking a dynamic and experienced Knowledge Centered Support (KCS) Manager to lead the development, implementation, and continuous improvement of a global knowledge support process. This process will cater to our Managed Service Providers (MSPs) and Partners, ensuring they have access to accurate, timely, and effective troubleshooting information. The KCS Manager will be responsible for establishing best practices, defining success criteria, and leading the strategic direction for the knowledge management function within the company.

The ideal candidate will bring 5-10 years of experience in managing knowledge-based support teams, a strong understanding of KCS methodologies, and an ability to work in a high-paced, global environment. This role will require hands-on leadership, mentoring, and a deep understanding of the various technical domains, including vendor-specific troubleshooting, SaaS platform troubleshooting, billing, orders, and migration processes.

Essential Responsibilities:

KCS Strategy and Leadership:
- Lead the global development and evolution of a Knowledge Centered Support model.
- Define the scope, best practices, and success criteria for KCS processes, ensuring alignment with the broader organizational goals.
Knowledge Management Process Design:
- Develop and optimize knowledge articles and workflows to support troubleshooting in the following areas:
  - Vendor-specific troubleshooting knowledge
- SaaS Marketplace platform troubleshooting
- Orders, Usage, and Billing troubleshooting
- Migrations and Change of Channel troubleshooting
Team Leadership and Mentoring:
- Lead and mentor a team of knowledge management specialists, support engineers, and writers, fostering a culture of continuous improvement.
- Provide regular training, guidance, and performance feedback to ensure the team remains high performing.
Collaboration with Cross-Functional Teams:
- Work closely with Product, Engineering, and Customer Support teams to ensure knowledge articles are accurate, comprehensive, and reflect the latest platform developments.
- Facilitate knowledge sharing across regions to maintain consistency in support documentation.
Quality and Success Metrics:
- Define and track success criteria for the global knowledge program, including knowledge adoption, accuracy, and usage.
- Regularly review and analyze metrics to identify gaps and areas for improvement.
Continuous Improvement:
- Drive continuous improvements to the knowledge management process by identifying trends, assessing user needs, and incorporating feedback from MSPs and Partners.
Global Coordination:
- Oversee and ensure the knowledge support process is scalable and adaptable for different regions and time zones, accommodating the needs of global partners and customers.
Tool and Platform Optimization:
- Ensure the effective use of knowledge management tools and platforms (such as a knowledge base, CRM, or case management system) to streamline workflows, improve knowledge accessibility, and enhance the end-user experience.
Reporting and Analytics:
- Provide regular reports on the effectiveness of the knowledge management process, including metrics on usage, satisfaction, and the impact on support efficiency.

Ideal Skills, Experience, and Competencies:

At least five (5) to ten (10) years of experience in a knowledge-centered support model, with a proven track record of leading global teams.
Experience working with Managed Service Providers (MSPs) and Partners, with a strong understanding of support needs and challenges in a partner-centric environment.
Familiarity with troubleshooting processes for SaaS platforms, vendor-specific issues, billing, orders, migrations, and platform changes.
Strong background in mentoring and training support teams to improve knowledge delivery and customer satisfaction.
Deep understanding of Knowledge Centered Support (KCS) principles and methodologies.
Proven ability to thrive in high-paced environments, managing multiple priorities effectively.
Strong leadership, mentoring, and team development skills.
Ability to analyze and improve support processes based on data and feedback.
Excellent written and verbal communication skills, with the ability to create clear, concise, and user-friendly knowledge articles.
Experience with knowledge management platforms and CRM systems (e.g., Salesforce, ServiceNow, Confluence, etc.).
Experience managing global support teams and ensuring scalability and consistency across different regions.
Strategic thinker with a focus on execution and results.
Ability to inspire and motivate teams.
Adaptable and comfortable in a fast-paced, evolving environment.

Required Behaviors:

Compassionate Candour—We aim to assist others with candid, actionable feedback.
Seek to Understand—Be open, curious and committed to learning.
We Before Me—Actively collaborate and seek out diverse perspectives to ensure a win for Team Pax8.
Do What You Say—Take ownership and honor your commitments; prioritize and deliver.
Light Up Learning—Be brave and try new ideas; be vulnerable and share your failures so everyone can learn from our mistakes.
Driven by Passion—Connects personal passion to Pax8 mission, resilient in face of adversity and uncertainty in pursuit of mission.

Required Education & Certifications:

B.A./B.S. in a related field or equivalent work experience.
KCS certification preferred but not required.

Compensation:

Qualified candidates can expect a compensation range of $110,000 to $140,000 or more depending on experience

Expected Closing Date: 01/17/2025

#LI-Remote #LI-AG1 #BI-Remote #DICE-A

*** Colorado law requires an estimated closing date for job postings. Please don't be discouraged from applying if you see this date has passed ***

At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:

Non-Commissioned Bonus Plans or Variable Commission
401(k) plan with employer match
Medical, Dental & Vision Insurance
Employee Assistance Program
Employer Paid Short & Long Term Disability, Life and AD&D Insurance
Flexible, Open Vacation
Paid Sick Time Off
Extended Leave for Life events
RTD Eco Pass (For local Colorado Employees)
Career Development Programs
Stock Option Eligibility
Employee-led Resource Groups

Pax8 is an EEOC Employer.

Equal Opportunities

Pax8 is an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country the role is based in. Offered individuals will be asked to undertake identity, security compliance and reference checks. Your privacy is important to us. Your data will be held in accordance with Data Privacy best practices and processed only in accordance with our recruiting processes.

Job Applicant Privacy Notice

Pax8 Glassdoor Company Review

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CEO of Pax8

John Street

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What You Should Know About Manager of Knowledge Centered Support, Pax8

Are you passionate about Knowledge Centered Support and ready to lead a talented team in an exciting environment? Join Pax8 as the Manager of Knowledge Centered Support at our Global HQ in the United States! Here, we’re all about simplifying the cloud journey for our partners and delivering top-notch support and guidance. In this pivotal role, you will spearhead the development, implementation, and continuous enhancement of our global knowledge support processes. By collaborating with Managed Service Providers (MSPs) and partners, you’ll ensure they have access to accurate troubleshooting information at their fingertips. Your leadership will be instrumental as you establish best practices and define the strategic direction of our knowledge management function. If you have a knack for mentoring, a solid understanding of KCS methodologies, and experience managing support teams in fast-paced environments, we want to hear from you! You’ll thrive in our dynamic culture where creativity, humor, and hard work come together to make a meaningful impact. At Pax8, we value diverse perspectives and recognize that there’s no one “perfect” candidate, so don’t hesitate to apply even if you don’t meet every qualification. Join us to Elev8 each other and Innov8 the tech marketplace!

Frequently Asked Questions (FAQs) for Manager of Knowledge Centered Support Role at Pax8

What are the main responsibilities of the Manager of Knowledge Centered Support at Pax8?

The Manager of Knowledge Centered Support at Pax8 leads the development and evolution of the KCS model, ensuring alignment with organizational goals. This includes designing knowledge management processes, mentoring a team, collaborating with cross-functional teams, and driving continuous improvements across the global knowledge support initiatives.