Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?
This role requires 3 days per week in the office and is based Dublin, Berlin or Munich.
Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build.
Personio is looking for an experienced Knowledge Manager to join our CX Enablement & Knowledge Management team on a fixed-term contract for 12 months, covering a period of maternity leave.
This is a hands-on, high-impact role sitting at the intersection of knowledge strategy, content governance, and enablement. You will be responsible for maintaining, evolving, and improving the knowledge infrastructure that supports our Customer Experience (CX) organisation – spanning both Support and Professional Services – so that our teams can find the right information at the right time, every time.
You will work closely with the CX Enablement Lead, cross-functional partners in Support and PS, and stakeholders across the broader business to ensure our knowledge base is accurate, well-structured, and genuinely useful.
What You’ll Do
Knowledge Base Management
Own and maintain the CX knowledge base – conducting regular audits, enforcing content standards, and ensuring articles are accurate, current, and aligned to product and process changes.
Partner with SMEs across Customer Support,Professional Services, and CX Operations to create, review, and govern knowledge content using consistent taxonomies and frameworks.
Leverage AI tooling to improve knowledge surfacing, content quality, documentation creation workflows and the speed at which accurate information reaches our CX teams.
Content Creation & Governance
Write and maintain clear, well-structured knowledge articles, SOPs, and process documentation, underpinned by content templates and writing guidelines that ensure consistency.
Manage content review cycles and approval workflows in collaboration with team leads and subject matter experts.
Enablement Support
Support the embedding of knowledge tools and self-service habits across CX, contributing to AI-powered knowledge initiatives and shaping how tooling surfaces information more effectively.
Partner with the CX Enablement Lead on onboarding and learning content where knowledge management and enablement intersect.
Stakeholder Collaboration & Reporting
Build strong relationships with Support, Professional Services and CXO to ensure the knowledge base reflects operational reality, tracking and reporting on health metrics including coverage, usage, freshness, and findability.
Champion knowledge management practices across CX, helping teams understand the value of good KM and embedding it into everyday ways of working.
Collaborate with cross-functional partners beyond CX – including Product, Operations, and People – to ensure knowledge reflects the latest business context and that KM has visibility at an organisational level.
What You’ll Need to Succeed
3-5 years of experience in a knowledge management, content operations, or technical writing role – ideally within a SaaS or technology company.
Strong writing skills with the ability to translate complex processes into clear, user-friendly documentation.
Experience managing a knowledge base platform (e.g. Confluence, Zendesk Guide, Guru, Notion, or similar).
A structured, systematic approach to content governance – comfortable working with taxonomies, metadata, and content lifecycles.
Familiarity with AI-assisted knowledge tools or interest in how AI can support knowledge surfacing and creation.
Ability to manage multiple workstreams independently and prioritise effectively in a fast-paced environment.
Strong stakeholder management skills – comfortable influencing without authority.
Why Personio?
Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.
At Personio, we value in-person collaboration while also offering flexibility. This role is office-based, with 3 days a week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. In addition, you’ll have 20 Flex Days per year to work remotely from other locations.
Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:
Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
Make an impact on the environment and society with 1 (fully paid) Impact Day
Receive generous family leave, child support, mental health support, and sabbatical opportunities
We enjoy gathering for meals, cultural initiatives, and events like local
Summer Sessions
and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch