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Job Listing: Knowledge Base Owner
About Caseware
Caseware is one of Canada’s original Fintech companies, leading the global audit and accounting software industry for over 30 years. With over 500,000 users across 130 countries, spanning 16 languages, Caseware empowers accounting and audit professionals—many of whom list us as a skill on LinkedIn with 36,000+ mentions!
The Role: Knowledge Base Owner
We are seeking a highly motivated and experienced Knowledge Base Owner to lead global knowledge strategy within our Customer Support organization. This role ensures our Salesforce Knowledge Base, AI-driven tools (Fin, AiDA), and help-site ecosystem deliver:
- Accurate, trusted, and AI-ready content that improves customer outcomes
- Operational efficiency by utilizing knowledge as a structured customer experience and AI enablement system across all support channels
Key Responsibilities
Strategic Leadership & Content Governance
- Lead global KB management strategy, governance, and content standards
- Expand strategy to influence all knowledge channels, including:
- Help center
- Macros (automations)
- Internal enablement resources
- In-product guidance
- Define end-to-end content lifecycle management, covering:
- Intake
- Authoring
- Review
- Publishing
- Retirement
AI, Search & Customer-Focused Improvements
- Ensure multimedia assets (screenshots, GIFs, videos) meet content standards
- Continuously improve automated and proactive support experiences using:
- Customer/teammate feedback
- Search data analytics
- AI signals (e.g., LLMs, FinAI)
- Collaborate with Conversation Design and Systems teams to structure knowledge for conversational AI journeys in Fin and AiDA
- Optimize taxonomy, metadata, and search tuning for high-quality retrieval and deflection (reducing support volume)
- Leverage analytics (Power BI) to measure:
- Search success metrics
- Article performance
- Deflection outcomes
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Cross-Functional Collaboration
- Align knowledge content with product changes, user needs, and team efforts across:
- Support
- Product and Education teams
- Regional leaders
- Maintain content accuracy, permissions, and visibility, while reducing:
- Stale content
- Broken links
- Duplicates
Requirements & Ideal Candidate
Experience & Expertise
- 5+ years in SaaS knowledge management or a related role
- Proven expertise with:
- Salesforce Knowledge
- Enterprise taxonomy and IA (Information Architecture) practices
- Preparing knowledge for AI-driven support (e.g., LLMs, FinAI)
- Strong analytical skills, with hands-on experience using:
- Power BI or similar BI tools
- Data-driven decision-making
- Ability to influence cross-functional stakeholders to drive governance adherence
- Deep customer empathy and ability to:
- Translate behavioral insights into knowledge improvements
- Adapt content for proactive, automated support
Skills & Certifications
- Excellen Edgar editorial/communication skills
- SEO, web analytics, and AI-ready content best practices (e.g., KCS framework)
- KCS (Knowledge Centric Support) certification or similar preferred
Technical Stack & Tools
This role involves working with:
- Salesforce Service Cloud (SaaS Support Platform)
- FinAI (AI Support Tools by Intercom)
- Power BI/Tableau (Business Intelligence)
- Workflow automation tools (triggers, macros)
- Atlassian Cloud (Jira, Confluence)
- Integrations/APIs as needed for data-driven enhancements
Why Join Caseware? Benefits & Perks
✅ Innovation & Impact – Shape the future of audit, financial reporting, and analytics with cutting-edge technology. ✅ Collaborative Culture – Ideas are valued, and knowledge sharing is nurtured. ✅ Work-Life Balance – Enjoy flexible work arrangements, remote opportunities, and generous PTO. ✅ Competitive Compensation – Salary + benefits including:
- Comprehensive health insurance
- Retirement plans ✅ Meaningful Work – Every contribution directly improves client financial processes. ✅ Growth & Recognition – Performance bonuses, career advancement, and reward programs. ✅ Global Impact – Collaborate with a diverse, international team on cross-cultural projects.
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About Caseware’s Culture
At Caseware:
- Many Voices, One Team: Diversity and inclusion are cornerstones.
- Customers come first** – Our customer-focused mindset drives innovation in:
- Audit & financial reporting software
- Financial data analytics
- Strategic investment from Hg Capital (2020) fuels growth, accountability, and team culture development.
Diversity & Inclusion
Caseware welcomes all candidates, regardless of background. Accommodations are available at any stage of the process—email talent@caseware.com for support.
Security & Fair Hiring Practices
- Legitimate communications only come from @caseware.com email addresses.
- Open positions are listed on jobs.lever.co/caseware.
- NEVER will Caseware:
- Ask for payment or financial information
- Proceed without officially posted roles
- AI tools may assist in early-stage APPLICATION REVIEW, but human decisions are final.
Background Checks
All offered candidates must complete a background check (via Certn.co), including:
- Identity verification (standard)
- Criminal record check Not applicable for candidates in the Netherlands/Germany.
Executives/Senior Managers undergo a soft credit check.
Need Help? Contact Us
For questions or accommodations during the process, reach out to talent@caseware.com.
Caseware takes your trust seriously—only verified, secure platforms are used!
Comming Soon: A revolutionary new era of auditing with Caseware. 🚀
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