Aircall is a leading global platform for integrated customer communication and intelligence, designed to support growing businesses. Trusted by over 20,000 companies, it brings together voice and digital channels in a unified solution, offering seamless one-click integrations with top CRMs and more than 100 business tools. With AI-driven insights, automation, and virtual agents, Aircall helps sales and support teams save time, identify opportunities, and deliver outstanding customer experiences. With over 600 team members across nine global offices—including Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City—Aircall is revolutionizing how companies engage with their customers, enabling smarter conversations, stronger relationships, and measurable results.

How We Work at Aircall:
At Aircall, we prioritize customer focus, continuous learning, and delivering exceptional results. We value open collaboration, accountability, and making informed, timely decisions. If you thrive in a fast-paced, team-oriented environment where curiosity, trust, and impact are key, you’ll feel right at home.

We are seeking an experienced and proactive Knowledge Base Manager to lead the strategy and content for our Help Center (support.aircall.io).

Reporting to the Support Operations & Strategy lead, you’ll collaborate with various support teams (Frontline, Technical, Billing, Number Operations, and Fraud) and cross-functional partners in Product, Engineering, Revenue Operations, Sales, Customer Success, and Finance to ensure our customers have access to accurate, up-to-date, and easy-to-understand support content.

By translating complex technical and business information into clear, user-friendly content, you’ll help shape a consistent and intuitive Knowledge Base that empowers users and supports Aircall’s growth.

Key Responsibilities:

– Create new Knowledge Base articles and update existing ones as needed
– Work closely with teams across Onboarding, Product, Product Marketing, Engineering, Customer Support, and Enablement to align content with product updates, customer needs, and training initiatives
– Maintain high content quality standards through clear guidelines, AI tools, quality checks, and impact assessments
– Identify and address content gaps and outdated materials using insights from support tickets, internal feedback, and customer input to enhance user experience and content accuracy
– Ensure translated content is consistent, accurate, and aligned with Aircall’s brand and product voice
– Own and improve the content production process, including localization, editorial standards, workflows, and governance
– Increase efficiency and scalability of content operations through AI tools, automation, and workflow optimization
– Track and analyze Knowledge Base performance using key metrics to guide strategy and improve content
– Manage and enhance the structure and navigation of the external Knowledge Base to support discoverability, self-service, and AI assistant compatibility

Qualifications:

– 3–5 years of experience in content or knowledge management, or technical writing within a B2B SaaS environment
– Proven ability to build and scale customer-facing Knowledge Bases or help centers
– Skilled in using AI tools for content creation and optimization
– Excellent writing and editing skills with the ability to simplify complex topics
– Demonstrated success in cross-functional collaboration to maintain accurate documentation
– Strong analytical abilities to use data for content improvements
– Highly organized, proactive, and able to prioritize effectively with a strong sense of ownership

Aircall is constantly evolving. We’re paving new paths and looking for people with a builder’s mindset to join us.

Let’s grow together—Aircall is the place for those who are bold, take initiative, and strive for excellence.

We’re building a culture where trust, collaboration, and growth go hand in hand.

Now is the perfect time to join Aircall and be part of our exciting journey.

Why Join Us?

🚀 A pivotal time to join Aircall with significant growth and opportunity
💆‍♀️ We care about our people—work-life balance is a priority
📚 A fast-paced learning environment with a strong entrepreneurial spirit
🌍 A diverse team with 45+ nationalities and a global mindset
💶 Competitive compensation and benefits

Diversity, Equity & Inclusion Statement:

At Aircall, we believe diversity, equity, and inclusion—regardless of background, identity, or orientation—are essential to our success. We actively promote inclusion to create a strong sense of belonging for everyone. Our goal is to build a diverse team where people can learn from each other and grow together. We are committed to providing equal opportunities for all and encourage applicants from underrepresented backgrounds to apply.