Knowledge and Enablement Manager

About the role

A great help center earns its keep. Partners find their own answers, agents have the right one at hand, and the support team learns faster than the business changes. We're hiring our first Knowledge and Enablement Manager to build that at Arketa. Reporting to the VP of Customer Experience, you'll own the help center, the internal knowledge base agents and AI assistants learn from, the SOPs that keep the team consistent, and the recurring training that keeps our frontline sharp. You'll set the strategy and deliver against it yourself. Especially in year one, you'll be writing articles, building training, and running sessions, not just directing others. This is an IC role today with a path to a larger function as the program scales. Knowledge & Enablement sits within Arketa's Customer Experience organization, alongside Customer Care, onboarding, and retention. For most of our partners, the support team is the human face of Arketa. You'll partner closely with the Head of Customer Care, Engineering, and Product to make sure partners can find their own answer before they need to contact us, and that our team is ready when they do.

Responsibilities

• Own the Arketa help center end-to-end: content strategy, article quality, gap identification, and the metrics that determine whether it's actually deflecting tickets.
• Shape and own Arketa's knowledge and training strategy: where we invest, what we deprioritize, how the program evolves as we scale. Bring this strategy to VP CX quarterly, adapt it as the business changes, and execute against it yourself, not just hand it off.
• Consistently prioritize what gets trained based on signal, not vibes. Surface patterns in customer interactions, escalations, and engineering tickets that get closed without a fix, and turn those into the next training drop.
• Build and maintain the internal knowledge base, SOPs, and onboarding content support agents rely on, from day one through their first 90 days, and keep it in sync with the public help center.
• Build a content quality system from scratch (style guide, article templates, QA rubric) and direct a part-time content contributor (initially ~10 hrs/week) against it, growing that capacity as the program scales. Every piece of content passes through your quality bar before it publishes.
• Instrument the help center with Engineering and own the metrics: self-service rate, contact-after-view by article, search zero-result rate, and training completion / post-training performance lift. Present findings monthly to VP CX and quarterly to the CEO.

Requirements

• 3 to 5 years owning a help center, knowledge base, or customer education program at a SaaS company, with measurable outcomes (deflection rate, self-service rate, time-to-proficiency for new agents)
• A player-coach disposition. You've owned strategy at the program level AND you still enjoy the craft of writing a great article, running a training session, or wrestling a confusing feature into a clear explanation yourself.
• Demonstrated experience owning both external-facing knowledge (help center) and internal documentation or training content simultaneously
• Experience writing and structuring knowledge content for AI-enabled support. You've optimized articles, structure, and metadata to improve AI answer accuracy on any platform (Intercom, Zendesk, HubSpot, Salesforce, in-house, etc.)
• Experience evaluating AI answer quality at scale, spotting where it's getting things wrong, and feeding those signals back into the content system
• Comfortable using AI as a working partner in your own craft, whether that's drafting, editing, summarizing ticket patterns, or pressure-testing yo

Additional Information

About Arketa Arketa is building the operating system for modern fitness and wellness. We give studios and wellness entrepreneurs an all-in-one platform to manage schedules, accept bookings and payments, build on-demand video libraries, host retreats, run automated marketing, and launch branded apps and websites, so they can grow beyond in-person classes. We've raised $15M in Series A funding and are growing fast. It's a unique moment to join: we're building a category-defining company in a fast-moving space, and we're looking for someone who's excited to define what knowledge and enablement looks like in the wellness category.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at arketa? Share your experience