Content & Knowledge Manager

About Us

At Rezdy, we’re builders, doers, and difference-makers—driven by a shared mission to reshape the tours, activities, and experiences industry. Alongside our sister brands, Checkfront and Regiondo, we power more than 20,000 businesses and support over $10B in bookings globally. Our technology helps operators thrive while delivering unforgettable moments to travelers around the world.

We work in an industry built on adventure, energy, and human connection—and that same spirit fuels how we show up every day. Spanning North America, Europe, and APAC, our teams are united by bold goals, a bias for action, and an unwavering commitment to delivering for our customers.

But our success starts with people. Our teams are the engine behind everything we create. We value self-starters who take ownership, embrace challenges, and raise the bar—for themselves and those around them. We believe in creating space to grow, take risks, and make a real impact—and we celebrate those who lead with curiosity, grit, and drive.

If you’re passionate about performance, hungry to learn, and ready to help shape the future of travel—this is your kind of place. Let’s build, grow, and win together.

About the Role

The Content & Knowledge Manager is responsible for shaping, maintaining, and optimizing the company’s internal and external knowledge ecosystems. This role ensures that employees and customers have access to clear, accurate, and up-to-date information—whether through internal support resources, documentation, or customer-facing knowledge content.

A successful candidate will bring strong strategic thinking, operational discipline, and exceptional communication skills. They will champion a knowledge-first culture and build processes that scale as the business grows.

This is an On site role, 5 days a week in office

Key Responsibilities

1. Team Leadership & People Management

• Lead, coach, and develop a team of two content/knowledge specialists.
• Provide regular feedback, mentorship, and professional development opportunities.
• Establish clear roles, expectations, and performance goals for team members.
• Prioritize team workflows, delegate effectively, and ensure high-quality output.
• Foster a collaborative, supportive, and documentation-centered culture.

2. Knowledge Strategy & Governance

• Help define the vision, strategy, and roadmap for both internal and external knowledge management.
• Define content standards, governance models, style guides, and review cadences.
• Ensure consistency, accuracy, and alignment across all content channels
• Champion best practices for documentation quality, structure, taxonomy, and discoverability.

3. Internal Knowledge Base (Support Wiki & Cross-Team Documentation)

• Oversee the design, structure, navigation, and long-term architecture of the internal Support wiki.
• Direct the team in maintaining up-to-date internal resources across Support, Product, Engineering, and Operations.
• Implement processes for content creation, updates, reviews, and retirement.
• Train teams on documentation practices and drive adoption of knowledge systems.
• Monitor usage and identify opportunities to improve clarity, accessibility, and searchability.

4. External Customer Knowledge Base

• Oversee the customer-facing knowledge base, including help articles, troubleshooting guides, and product overviews.
• Guide the team in producing clear, customer-friendly content aligned with feature launches and customer needs.
• Work with Product and Support stakeholders to ensure timely and accurate updates.
• Conduct periodic audits to identify gaps, outdated content, or opportunities for improvement.
• Apply SEO-friendly practices to improve article discoverability.

5. Cross-Functional Collaboration

• Partner with Support leadership to identify learning gaps and documentation needs.
• Work with Product teams to translate technical specifications into clear, user-friendly content.
• Collaborate with Marketing to align tone, messaging, and brand across external content.
• Align with Training and Enablement teams to ensure documentation supports onboarding and continuous learning.

6. Tools, Analytics & Optimization

• Administer knowledge management platforms (e.g., Confluence, Zendesk Guide, Notion, GitBook—depending on internal tooling).
• Manage tagging, metadata, categorization, and search optimization
• Track performance metrics, including content usage, ticket deflection, and documentation quality indicators.
• Introduce automation and workflow enhancements to improve content velocity and accuracy.

Preferred Qualifications

• Experience in SaaS, customer support environments, or technical industries.
• Familiarity with support operations and customer self-service strategy.
• Experience with content governance frameworks and documentation tooling such as Confluence, Zendesk Guide, Intercom Articles, GitBook, Notion, or similar.
• Exposure to UX writing or instructional design principles.

Success in This Role Looks Like

• A well-organized, easy-to-navigate internal knowledge system that accelerates onboarding and reduces team friction.
• A polished external knowledge base that improves customer satisfaction and reduces support tickets.
• Clear, scalable processes for content creation, maintenance, and governance.
• High engagement with documentation across internal and external users.
• Reliable, consistent, and high-quality content that reflects the company brand and product evolution.

When you join our team, you’re stepping into a culture built on momentum, ownership, and clarity of purpose. We move decisively, think boldly, and stay deeply connected to our customers and the people behind the work. Across all our brands, we believe meaningful impact comes from empowered teams, aligned priorities, and unwavering commitment.

Here’s what you can expect:

• High trust, real impact: You’ll have the autonomy and expectation to lead with ownership, tackle problems end-to-end, and make decisions that move the business forward in meaningful ways.
• Curiosity with discipline: We value asking sharp questions, challenging assumptions, and exploring smarter ways to work. We don’t just get things done, but to get them done right for our customers.
• One team, all in: Collaboration beats ego, wins are shared, and we rally together when the work gets tough.
• Space to grow: You’ll be supported and stretched, taking on challenges that build capability, sharpen judgment, and accelerate your growth as a leader and problem-solver.
• Progress with purpose: We move fast, stay focused on what truly matters, and prioritise long-term impact over quick fixes.

You’ll be joining a global team committed to building something that truly matters—and enjoying the ride along the way.

We’d be excited to have you with us. Together, let’s shape the future of the tourism industry.

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