KCS Knowledge Manager
Job ID 26-295
Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.
We are committed to a candidate selection process and work environment that is inclusive and barrier free. To ensure candidates are assessed in a fair and equitable manner, accommodations will be provided to prospective employees in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.
Envision yourself at Barracuda
We are seeking a strategic and execution-driven KCS Knowledge Manager to join our Customer Experience (CX) Operations team. This role will lead the design, implementation, and ongoing management of a Knowledge-Centered Service (KCS) program for our Global Technical Support Organization. You will be responsible for building the KCS framework from the ground up, driving adoption across regions, and leveraging AI-powered tools to enhance knowledge delivery, agent productivity, and customer experience.
What you’ll be working on
- Develop and own the global strategy for implementing KCS across the support organization.
- Define the vision, roadmap, and success metrics for KCS adoption and maturity.
- Establish governance, standards, and best practices for knowledge creation, reuse, and improvement.
- Lead the phased rollout of KCS across global support teams, including training, onboarding, and change management.
- Partner with regional support leaders, product teams, and CX stakeholders to ensure alignment and adoption.
- Build and manage workflows, templates, and processes that embed KCS into daily operations.
- Monitor and report on key KCS metrics such as article reuse, participation, and quality.
- Conduct regular audits and coaching to ensure adherence to KCS principles and continuous improvement.
- Drive operational excellence by identifying and removing barriers to effective knowledge sharing.
- Leverage Salesforce Service Cloud as the core knowledge management platform.
- Collaborate with IT and platform owners to configure and optimize knowledge workflows within Salesforce.
- Utilize Agentforce AI to intelligently surface relevant knowledge articles, automate content suggestions, and improve agent efficiency.
- Harness AI insights to reduce resolution times, improve case deflection, and enhance the overall support experience.
- Act as the internal champion for KCS, fostering a knowledge-first mindset across the global support organization.
- Facilitate workshops, training sessions, and community forums to promote engagement and best practices.
- Stay current with industry trends and evolve the program to meet changing business needs.
What you bring to the role
- 3-5 years of experience implementing and managing a KCS program in a global technical support or customer service environment.
- Deep understanding of KCS methodology and certification (KCS Practices v6 or v6.5 preferred).
- Strong project management and change management skills.
- Excellent communication, facilitation, and stakeholder engagement abilities.
Preferred:
- KCS Trainer or KCS Coach certification.
- Experience with Salesforce Service Cloud and AI-enhanced support tools (e.g., Agentforce).
- Experience in SaaS, enterprise software, or technical product support.
- Familiarity with Agile methodologies and continuous improvement frameworks.
Success Metrics
- KCS adoption and engagement across global support teams
- Knowledge reuse and self-service deflection rates
- Article quality and lifecycle management
- Reduction in case resolution time
- Improvement in customer satisfaction and support efficiency
- Increased agent productivity and case handling speed through AI-powered knowledge delivery
What you’ll get from us:
A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda. In addition, you will receive equity, in the form of non-qualifying options.