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Added 15 mins ago
C(
Administrative assistant
Centro (Ortnec)
Montreal, QC
- Full-time
1–2+ years of experience in a Personal Assistant, Executive Assistant, Office Manager, or similar administrative role.
Added 15 mins ago
LC
Merchandiser, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
London, ON
- Part-time
Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards
Added 1 hour ago
CC
Retail Shift Leader
Canna Cabana
Canmore, AB
- Full-time
Support the Store Manager and Assistant Store Manager with daily operations and assume leadership responsibilities in their absence.
Added 1 hour ago
Assistant Resident Manager Team (Eastern ON)
Realstar
Brockville, ON
We are currently seeking an Assistant Resident Manager 2-person team to live and work at one of our properties. This position would require you to live on-site, share an apartment and work…
Added 1 hour ago
Assistant Resident Manager (Sherbrooke)
Realstar
Sherbrooke, QC
We are currently seeking an Assistant Resident Manager to live and work at one of our properties. This position would require you to live on-site and work four weekdays each week, every…
Added 1 hour ago
Assistant Resident Manager Team (Sherbrooke)
Realstar
Sherbrooke, QC
We are currently seeking a Two-Person Assistant Resident Manager Team to live and work at one of our properties. This position would require you to live on-site and work four weekdays each…
Added 1 hour ago
Assistant Resident Manager (Eastern ON)
Realstar
Brockville, ON
We are currently seeking an Assistant Resident Manager to live and work at one of our properties in Cornwall. This position would require you to live on-site and work four weekdays each…
Added 1 hour ago
BC
Communication Assistant
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Manager, Communications and Public Affairs, the Communications Assistant plays a key role in executing on a number of communications tactics for both sites of the Brant…
Added 1 hour ago
SD
Merchandiser, Hourly Part Time Day Greenlight Requisition
Shoppers Drug Mart
Burlington, ON
- Part-time
Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards
Added 2 hours ago
SD
Merchandiser, Hourly Part Time Day Greenlight Requisition
Shoppers Drug Mart
Leduc, AB
- Part-time
Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards
Added 4 hours ago
7
Assistant Store Leader (Assistant Manager)
7-Eleven
Calgary, AB
- Full-time
…experience, we would love the opportunity to talk with you about our Assistant Store Leader Trainee role! We’re hiring immediately and are focused and dedicated to your success! We offer…
Added 4 hours ago
DT
Assistant Manager I
Dollar Tree Stores
Winnipeg, MB
- Part-time
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 5 hours ago
FH
Basin Glacial Waters Assistant Manager
Fairmont Hotels & Resorts
Lake Louise, AB
- Full-time
…truly luxurious experience. As part of our leadership team, the Assistant Manager will have the opportunity to interact with patrons while providing a once in a lifetime experience while…
Added 5 hours ago
S
Prepared Foods - Manager Home Meal Replacement
Sobeys
Saskatoon, SK
- Full-time
The Home Meal Replacement and A La Carte Manager is responsible for the efficient and fiscally responsible operation of the department. The Manager will lead and manage staff to achieve the…
Added 6 hours ago
S
Operations Consultant - Full Time
Sephora
Calgary, AB
- $17 to $20 CAD / hour
- Full-time
Communicate inventory issues/concerns to Supervisor (s), Assistant Manager(s) or Store Manager.
Added 6 hours ago
L
Assistant Manager
LensCrafters
Toronto, ON
- Full-time
The Assistant Manager acts as a leader in absence of, or in support of the Store Manager & behaves as a business owner within the marketplace & LensCrafters organization. Represents…
Added 7 hours ago
GE
Blaze Bar & Grill Server Assistant
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Under the direction of the Food and Beverage Manager, Shift Supervisor, the Server position is applicable to the Bingo Hall, Buffet, Blaze Restaurant, Stage Bar, Gaming Floor and the Hot…
Added 7 hours ago
GE
Hospitality F&B Assistant Manager
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
…comes first’ attitude by providing hands-on, timely quality service, exceptional value, and a superior…
Added 7 hours ago
GE
Reservation Agent - Internal Candidates Only
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Under the direction of the Front Office supervisor, Assistant Front Office Manager, and/or Front Office Manager, the Reservation Agent promotes and sells room nights to existing and…
Added 7 hours ago
GE
Buffet Server Assistant
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Under the direction of the Food and Beverage Manager, Shift Supervisor, the Server position is applicable to the Bingo Hall, Buffet, Blaze Restaurant, Stage Bar, Gaming Floor and the Hot…
Added 7 hours ago
GE
Bar Assistant - Stage Bar
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Under the direction of the Front of House (FOH) Outlets Manager and Supervisor, the Bar Porter is responsible for supporting bar operations by assisting Bartenders and maintaining clean,…
Added 8 hours ago
A
Basin Glacial Waters Assistant Manager
AccorHotel
Lake Louise, AB
- Full-time
…truly luxurious experience. As part of our leadership team, the Assistant Manager will have the opportunity to interact with patrons while providing a once in a lifetime experience while…
Added 8 hours ago
Prepared Foods - Manager Home Meal Replacement
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Saskatoon, SK
The Home Meal Replacement and A La Carte Manager is responsible for the efficient and fiscally responsible operation of the department. The Manager will lead and manage staff to achieve the…
Added 8 hours ago
SD
Merchandiser, Hourly Part Time Day
Shoppers Drug Mart
Brampton, ON
- Part-time
Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards
Added 8 hours ago
SD
Assistant Front Store Manager, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Ottawa, ON
- Full-time
To assist the Front Store Manager (FSM) in managing the human, physical and financial resources of the store and in ensuring that store objectives are achieved by focusing on improving…

Ashby

Director of Knowledge Management - NAMER

Canada

Compensation Range: $160K - $190K · Full-time

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Job details

Pay: Compensation Range: $160K - $190K
Job type: Full-time
Posting language: English
Posted: Oct 30, 2026

Original job description

Hello!

I’m Allie, Head of Support at Ashby. 👋 Knowledge is one of the most important levers we have for delivering a great customer experience. Our knowledge ecosystem shapes how customers learn Ashby, how our Specialists resolve tickets, and how many customers never need to file a ticket at all. We have a tenured, talented Knowledge Management team doing excellent work. What we’re missing is someone to unify its work into a single, strategic practice.

That’s why we’re hiring our first Director of Knowledge Management. You’ll lead a team of Knowledge Managers and expand the team into new areas, including Digital Support experience and content localization.

You’ll set the vision, standards, and operating model that connect our customer-facing Help Center, internal Knowledge Base, and the self-service and in-app experiences built on them, including our AI Assistant. You’ll coach and develop a team that is growing and taking on new kinds of work, and you’ll be the voice of Knowledge in conversations with Support, Customer Success, Product, Engineering, and beyond.

About The Role

Today, our Knowledge Managers divide their work between internal and external content. You’ll help the team decide where to focus next, in what order, and how its structure should evolve to deliver on those priorities.

Knowledge Management is its own function at Ashby, separate from the internal and external enablement teams. You’ll build strong partnerships with both, defining clear boundaries and handoffs so content is consistent, never duplicated, and never left without an owner.

Your team will also co-own the AI Assistant’s self-service experience with Product, helping customers find the right knowledge when and where they need it. You’ll stay close enough to the content to coach with specifics, while relying on your team for the day-to-day execution of knowledge governance.

What You’ll Own

Set the Direction for Knowledge

Define the vision, roadmap, and success measures for Knowledge Management across internal and external content.
Identify the highest-impact opportunities to improve the knowledge ecosystem and sequence them against team capacity.
Build a clear model for content ownership, governance, and quality, streamlining how content is created, reviewed, and kept current as our product evolves.
Champion Knowledge-Centered Service (KCS) practices and drive adoption across Support.

Lead and Develop the Team

Coach and develop Knowledge Managers through specific feedback on their work, clear career paths, and growth opportunities.
Evolve the team’s structure and divide work in the way that best serves customers and the business, with room to move beyond the current internal/external split.
Hire and onboard new team members next year, including Knowledge Managers, a Digital Support experience role, and a localization role.

Shape The AI Assistant’s Self-Service Experience

Co-own the AI Assistant’s self-service experience with Product, aligning on strategy, roadmap, and quality and partnering with Support, Support Operations, and Engineering on design and testing.
Help lead both declarative flows (structured, designed paths) and generative flows (AI-composed answers grounded in our content), and decide when each is the right tool.
Shape how content is structured, tagged, and governed so the Assistant surfaces accurate, current answers.

Build Our Localization Strategy

Build our localization strategy for Help Center content and drive the translation strategy for Customer Education, balancing quality, speed, and cost.
Define priorities for languages, content types, and tooling, and put processes in place to keep translated content in sync with the source.

Measure and Improve Results

Define and report on knowledge health, including content usage, search success, deflection, article quality, freshness, and the impact of knowledge on ticket volume and handle time. Treat deflection as a signal of customer success, not just cost reduction.
Measure how well the AI Assistant resolves customer questions, and use those conversations, ticket trends, customer feedback, and Specialist input to identify gaps and set content priorities.

Partner Across Ashby

Work closely with Customer Education and internal enablement in RevOps to align on ownership, standards, and a shared view of the customer and employee learning journey.
Partner with Product Marketing and Engineering so documentation keeps pace with releases and launches.

Requirements

Multiple years of experience leading knowledge management or content programs, setting strategy and building processes that scale with the business, ideally in B2B SaaS Support or Customer Experience.
Experience managing a team of content or knowledge professionals, including coaching people at different levels of experience.
Ability to connect knowledge across internal and external audiences, aligning Support, Product, Marketing, Engineering, and enablement teams around clear ownership and shared standards.
Experience designing or operating self-service or AI-assisted support experiences, including both structured and generative flows, and a point of view on how knowledge quality shapes their performance.
Experience defining success measures for knowledge and using data to prioritize and make tradeoffs.
Comfort working in ambiguity as the function’s first dedicated leader, building on existing practices while setting a clear direction.
Strong writing and editing instincts. You’ll stay close enough to the work to set a high quality bar and give specific feedback.
Experience with KCS or comparable methodologies.

You Should Apply If

You’ve led a knowledge management, documentation, or content program and managed a team of knowledge or content professionals.
You’ve designed or operated self-service or AI-assisted support experiences, including structured and generative flows, and understand how knowledge quality affects their performance.
You’re a strong writer and editor who can give specific feedback on the work, coach people at different levels, and help them grow.
You see knowledge as a strategic lever for customer experience and can bring teams together around clear ownership, shared standards, and measurable results.
You’re excited to build on an experienced team, shape how the function operates, and expand into new areas like Digital Support experience and localization.

You Should Not Apply If

Your background doesn’t include both managing a knowledge or content team and setting strategy for a knowledge, documentation, or content program.
You haven’t designed or operated self-service or AI-assisted support experiences.
You want a purely strategic role that keeps you removed from the content and the detailed feedback your team needs.
You need a fully built, fully staffed function or an established playbook to step into. We have a strong foundation, but several roles are still to be hired and the operating model is still taking shape.
You want sole ownership of AI product decisions or prefer to work only within a team you manage. This role depends on shared decisions with Product and strong partnerships across Ashby.

About Ashby

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com.

About Go To Market

We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us:

We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.
We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers.
We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our Leadership Principles to get a sense of what we value in People Leaders at Ashby.

Interview process

Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical leadership, people management, communication, judgment, and cross-functional collaboration.

Intro call with Recruiting - 30 min
Hiring Manager interview - 45 min
Take-home assessment - 5 days to complete
Support Leadership - 45 min
Virtual Onsite - 75 min
- Customer Self-Service Strategy - 30 min
- Knowledge Team Leadership and Coaching - 30 min
- Knowledge Strategy and Operating Model - 30 min
- Closing Questions - 15 min
Founder interview - 30 min

Benefits

Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.

10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby - do it when you feel financially comfortable.
Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
A $1,200 annual learning and professional-development budget.
A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.

Compensation Range: $160K - $190K

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More about this job

Responsibilities

Set the vision, roadmap, standards, and operating model for internal and external knowledge, while leading and developing the Knowledge Management team. Co-own the AI Assistant’s self-service experience, build localization practices, measure knowledge outcomes, and partner across Support, Product, Engineering, Customer Education, and other teams.

Requirements

Requires multiple years leading knowledge management, documentation, or content programs and managing knowledge or content professionals, ideally in B2B SaaS Support or Customer Experience. Candidates should have experience with self-service or AI-assisted support, knowledge metrics, cross-functional strategy, strong writing and editing, and KCS or a comparable methodology.

Skills

Knowledge Management
Content Strategy
Team Leadership
People Management
Coaching And Development
Knowledge-Centered Service (KCS)
Self-Service Support
AI-Assisted Support
Generative AI
Content Governance
Content Localization
Translation Strategy
Data-Driven Decision-Making
Cross-Functional Collaboration
Writing And Editing
Customer Experience

Benefits

Stock Options
Unlimited Paid Time Off
Paid Family Leave
Learning And Professional Development Budget
Home Office Setup Budget
Company-Provided Laptop
Extended Health Benefits
Company And Team Offsites
Local Meetups
Virtual Events

Visa sponsorship

Not detected in the job text

Hiring contact

Allie

Keywords

Knowledge Management
Knowledge-Centered Service (KCS)
B2B SaaS
Customer Experience
Customer Support
Help Center
Internal Knowledge Base
Self-Service
AI Assistant
Generative AI
Declarative Flows
Content Governance
Content Localization
Translation Strategy
Knowledge Health
Search Success
Deflection
Article Quality
Content Freshness
Ticket Volume
Handle Time
Customer Education
Support Operations
Product Marketing
Engineering
Knowledge Roadmap
Content Ownership
Quality Standards
Cross-Functional Collaboration
Team Development

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