Bilingual automotive sales trainer implementing PBS dealership software for dealerships. Delivering virtual and onsite training while supporting customer success across North America.
About the role
- Knowledge and enablement leader owning support documentation, self-service, and AI content operations. Improving customer support efficiency for Auvik’s cloud-based network management software.
Responsibilities
- Own the Knowledge & Enablement function for Global Support, including internal knowledge resources, external documentation, self-serve pathways, and agent enablement content
- Determine the function’s strategy, approach, priorities, and success measures
- Establish and communicate a content and enablement roadmap informed by customer needs, support data, product releases, and business priorities
- Be accountable for self-service effectiveness, knowledge adoption, agent effectiveness, and support efficiency outcomes
- Set quality standards, editorial guidelines, benchmarks, and measurable success criteria for support content
- Directly manage and mentor a Content Strategist
- Translate strategic priorities into assignments and deliverables
- Build a collaborative, high-output team culture
- Create and maintain documentation for internal support agents and external customers
- Conduct content gap analysis using support tickets, AI chat interactions, search behavior, NPS feedback, and customer input
- Manage and evolve the public Knowledge Base
- Use AI writing and content tools in daily workflows
- Evaluate and implement AI-powered solutions for content generation, gap analysis, search optimization, and lifecycle management
- Establish guardrails for AI-assisted content creation
- Build and maintain scalable documentation taxonomies
- Define content freshness frameworks, review cycles, stale dating, and ownership models
- Design lightweight governance processes for editorial consistency
- Partner with Product, Engineering, Support, and customer-facing teams
- Participate in feedback and testing loops for support tools, chatbots, and ticket deflection systems
- Represent Knowledge & Enablement in leadership discussions using data and customer insight
Requirements
- 8+ years of experience in technical writing, content strategy, knowledge management, or documentation operations
- At least 2 years in a leadership or senior individual contributor role owning a function or program end to end
- Proven experience in a SaaS or technical support environment
- Hands-on experience using AI tools for content creation, editing, organization, or lifecycle management; daily AI use and measurable results
- Track record of building or significantly improving a knowledge or enablement program
- Experience defining strategy, creating taxonomies, establishing governance, and delivering measurable outcomes tied to business metrics
- Experience managing or mentoring writers or content contributors
- Strong analytical skills using support data to drive priorities, measure impact, and report on function-level outcomes
- Excellent communication and collaboration skills
- Ability to work with SMEs, translate technical input into customer-friendly guidance, and present strategy and results to senior leadership
- Experience with documentation platforms, static site generators, Markdown, Git, or similar tooling is a bonus
- Familiarity with support enablement programs, onboarding content, or internal training documentation is a bonus
- Experience with content localization or managing documentation for multiple product lines is a bonus
- Background in building or optimizing AI-powered self-serve support experiences is a bonus
Benefits
- Stock options for all full-time employees
- Comprehensive health and dental benefits plan
- Wellness spending account
- GRSP matching program
- Flexible paid time off
- Paid parental leave program
- Remote working subsidies
- Ongoing feedback from leadership
- Thorough and informative onboarding process
- Career development programs
- Flexible work-from-home arrangements
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Bilingual automotive sales trainer delivering virtual and onsite implementation training for PBS dealership management software. Supporting dealerships across North America while working remotely from the Montreal area.
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