Job Overview
Location
Remote - US
Job Type
Full-time
Category
Software Engineering
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Build and execute a comprehensive content governance framework establishing documentation standards, ownership models, and maintenance cycles for both internal and external knowledge bases, securing cross-functional buy-in from department leads.
- • Evaluate, select, and implement a company-wide Learning Management System (LMS) that serves both employees and external customers, partnering with subject matter experts to co-create content with the goal of deflecting 20-30% of "how-to" support tickets and reducing enterprise customers' reliance on live assistance.
- • Design and launch role-specific learning paths for employees at every stage—from new hire onboarding to ongoing enablement—ensuring alignment with new product launches, process changes, and emerging knowledge needs, with measurable improvements in time-to-productivity and performance validated by manager feedback and metrics.
- • Own the end-to-end strategy for internal and external knowledge systems, creating unified infrastructure that accelerates employee ramp time, reduces support load, and empowers customers to succeed independently.
- • Analyze support tickets, search queries, and user behavior patterns to identify content gaps and prioritize high-impact knowledge initiatives using data-driven decision-making.
- • Establish governance frameworks, content taxonomies, and maintenance cycles that scale beyond individual contributions, ensuring long-term sustainability of knowledge assets.
- • Influence cross-functional teams including Sales, Product, Support, and Operations without direct authority, earning trust as the go-to owner for "how do we teach this?"
- • Balance immediate operational needs with long-term infrastructure development by shipping quick wins while simultaneously building foundational systems that define how Moxie scales.
- • Create a scalable learning ecosystem that bridges employee enablement and customer education, solving interconnected knowledge challenges across the business.
- • Drive measurable impact on company efficiency and customer success by reducing reliance on live support, improving employee productivity, and increasing customer independence through self-service knowledge.
- • Establish standards, tools, and processes from scratch in a greenfield environment, with no legacy systems to maintain—building what comes next for Moxie’s scaling infrastructure.
- • Collaborate with executive leadership and cross-functional stakeholders to align knowledge strategy with company growth objectives and dual-engine business model.
- • Ensure all knowledge systems reflect Moxie’s values: acting as owners, giving more than we take, moving with speed and care, and simplifying and learning every day.
🎯 Requirements
- • Proven experience building knowledge systems from scratch with measurable impact on training efficiency, support deflection, or content accessibility
- • Data-driven decision-making ability to analyze support tickets, search queries, and user behavior patterns to identify content gaps and prioritize high-impact work
- • Cross-functional influence without authority—ability to build partnerships with Sales, Product, Support, and Operations teams, earning trust as the go-to owner for "how do we teach this?"
- • Systems thinking and process design experience establishing governance frameworks, content taxonomies, and maintenance cycles that scale beyond individual contributions
- • Bias toward action and comfort with ambiguity—ability to ship quick wins while simultaneously building foundational infrastructure, balancing immediate needs with long-term vision
🏖️ Benefits
- • Own the entire knowledge strategy for a scaling company—build both internal and external learning systems from the ground up with executive support and cross-functional partnership
- • Direct, measurable impact on company efficiency and customer success—your work will visibly reduce support load, accelerate employee productivity, and improve customer independence
- • Rare dual-scope role that bridges employee learning and customer education, giving exposure to the full business while solving interconnected knowledge challenges
- • Greenfield opportunity to establish standards, tools, and processes that will define how Moxie scales—this isn't maintaining legacy systems, it's building what comes next
Skills & Technologies
Senior
Remote
About Moxie Software Inc.
Moxie provides cloud-based customer engagement software that unifies digital channels—live chat, email, social, knowledge base, and web self-service—into a single platform. Its products enable businesses to guide online visitors, answer questions in real time, and manage support workflows at scale, aiming to increase conversion rates and customer satisfaction while reducing service costs.
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