Manager, Support Content & Knowledge

About the role

At Auctane, we are united by a passion to help businesses deliver - whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items - over $200 billion worth - to recipients around the globe. The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart. Our values Win as One. Delight Customers. Deliver Great Outcomes. Auctane powers shipping for hundreds of thousands of businesses worldwide through brands like ShipStation, Stamps.com, ShipEngine, Metapack, and more. Our customers depend on us to keep them moving - and the quality of our support content is a direct lever on whether they can help themselves or need to pick up the phone. We're looking for a Manager to own and transform our support content and knowledge operations. This isn't a maintain-what-exists role. Our knowledge base needs a reset. Our help center needs to measurably deflect contact volume. And we believe AI is the key to getting a small, sharp team to operate at the scale of a much larger one. You'll lead a team of content writers and knowledge base specialists. You'll be responsible for the strategy, architecture, and execution of all support-facing content, both the customer-facing help center and the internal knowledge base that powers our agents and AI tools. What will you be doing? Content & Knowledge Strategy Define and execute the content strategy for customer-facing help centers and internal agent knowledge bases across Auctane brands, starting with Stamps.com and ShipStation. Establish a unified content architecture that supports both public and internal content with clear classification, access controls, and publishing workflows. Build and maintain a content taxonomy and governance model that scales as we add brands and channels. Partner with Product, Engineering, and Training to ensure knowledge is created proactively - not reactively after customers start calling. AI-Forward Operations Leverage AI tools and workflows to dramatically increase content velocity, quality, and coverage. We expect this role to be hands-on with AI - evaluating tools, designing AI-augmented workflows, and continuously improving how the team operates. Identify and implement AI solutions for content drafting, knowledge gap detection, stale content identification, and automated quality assurance. Work closely with the AI and chatbot team to ensure content is structured and optimized for AI consumption - what you publish directly impacts how well our AI agent performs. Evaluate and recommend knowledge management platforms and tooling. You'll play a central role in technology decisions that affect how content is authored, managed, and served. Team Leadership & Execution Lead a team of 3-8 content writers and KB specialists. Set priorities, manage workload, and develop your people. Evaluate the content request and production workflow. Today it runs through Jira tickets from various departments and it needs to be faster, smarter, and less manual. Own the metrics. Establish KPIs for content performance: deflection rates, article effectiveness, knowledge coverage, content freshness, and self-service adoption. Drive accountability for content quality across brands. If the knowledge base is outdated, agents use workarounds. If the help center doesn't answer the question, customers call. You own that outcome. Platform & Architecture Lead the evaluation and potential migration of our content management tooling. Our current stack includes Paligo (CMS), Confluence (internal KB), and Zendesk Guide (customer-facing). This needs to be simplified. Ensure content reuse and structured authoring capabilities are preserved or improved in any platform transition. We publish across multiple brands and need efficient multi-brand content management. Collaborate with engineering and vendor partners on integrations, API configurations, and content delivery pipelines. What are we looking for? 3+ years of experience in content operations, knowledge management, technical writing, or a related function 1+ years in a people management or team lead role, with experience setting priorities and developing individual contributors Hands-on experience managing a knowledge base or help center, including content governance, taxonomy, and publishing workflows Demonstrated ability to work cross-functionally with Product, Engineering, and Support teams to keep content current and accurate Comfort with AI tools in a content context, whether that is writing assistants, gap detection, or quality automation; this role is expecte