Manager, Knowledge Base

Manager, Knowledge Base

Position : Manager, Knowledge Base

Location : Dallas (Hybrid)

Reports to : Sr. Director Of Product Marketing

About Us

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Who You Are

As the Manager of Knowledge Base, you will lead a team dedicated to creating and improving help documentation, video content, and customer-facing resources. You'll ensure that your team delivers high-quality content and initiatives aligned with product launches, customer needs, and cross-departmental goals. This role requires a mix of strategic thinking, hands-on management, and a passion for empowering both customers and team members.

What You'll Be Doing

Lead and mentor a team of Knowledge Base Associates, providing guidance and professional development opportunities.

Oversee the monitoring, auditing, updating, and creation of help documentation using customer feedback and direct experience to identify areas for improvement.

Develop strategies for enhancing help documentation with video content and ensure its successful implementation by your team.

Collaborate with the Product Marketing team to outline and prioritize large-scale content initiatives that benefit the customer base.

Partner with Product Managers and the Development Team to coordinate the creation of documentation for new releases.

Support and guide your team in executing product-related initiatives across internal teams.

What You'll Bring

Proven leadership skills, with a track record of managing and growing high-performing teams.

A deep and broad understanding of the HighLevel platform and its applications.

Exceptional writing and communication skills, with the ability to coach team members in translating technical features into user-friendly content.

Strong organizational skills and the ability to prioritize and delegate tasks effectively.

A customer-centric mindset with the ability to empathize with users and advocate for their needs.

Attention to detail, ensuring all deliverables meet high-quality standards.

Education : At least 3 years of experience in marketing communications, content creation, or a related field, with at least 1 year in a leadership or management role.

Extensive experience using HighLevel products and services.

A background in small / local business marketing.

Demonstrated experience managing teams that produce "how-to" or help content.

Proficiency with video editing tools (e.g., Camtasia, Screenflow, Capcut, Premier, Final Cut).

Familiarity with graphic design tools (e.g., Photoshop, Canva).