Knowledge Base Manager | SMARTLY

A bit about Smartly

We exist to make it simpler for Kiwi businesses to look after their people. We're known as the simple way to sort your payroll for over 20,000 businesses. Our slick software combined with our awesome support team help businesses pay their people on time, accurately and in line with legislation.

We wholeheartedly believe that if you put your people first, everyone wins. Great employees and great employee relationships are still one of the most valuable things a business can have. Look after them, and success, however you measure it, gets easier. Your people win, your customers win, you win.

What we’re looking for

The Knowledge Base Manager is the owner of Smartly’s knowledge ecosystem. This role is pivotal in Smartly’s AI transformation strategy, designing and governing a machine-readable knowledge layer that powers AI agents, supports employees and customers, and continuously improves through data-driven feedback loops. Success is measured by AI resolution rate, knowledge freshness, and impact on customer retention and satisfaction.

What does the job involve?

As a Knowledge Base Manager, you will:

• Develop and optimise a structured, metadata-rich knowledge base for AI retrieval.
• Collaborate with cross-functional teams to align knowledge initiatives with business goals.
• Monitor AI outputs and use insights to improve content quality and relevance.
• Ensure compliance with NZ payroll legislation, the Privacy Act 2020, and Smartly’s risk frameworks.
• Lead content development, governance, and performance reporting.
• Champion a culture of continuous learning and knowledge sharing across Smartly.

What you’ll need to bring:

• Experience in knowledge management, technical writing, or support operations in SaaS or fintech, with proven experience within a leadership role.
• Proven experience in content design and technical writing.
• Strong understanding of AI technologies, including retrieval frameworks, semantic search, and knowledge graphs.
• Experience with HubSpot Service Hub and analytics tools.
• A proactive mindset and a strong commitment to continuous growth and development, taking ownership of your learning and driving your own success.
• Excellent communication skills and a customer-focused mindset.
• Familiarity with information architecture, SEO, and tools like Markdown, HTML/CSS (desirable).

What you’ll get

• Flexible working – opportunity to work from home or in either of our offices in Lower Hutt, Wellington or Auckland.
• Awesome company-wide culture – we love a massive morning tea, an epic work party, and the random rolling lunch. We are also passionate about our people and seeing them thrive.

Apply now

Please submit your Cover Letter & CV by clicking the Apply button.