Senior Knowledge Management Expert (SaaS)

TL;DR

Senior Knowledge Management Expert (SaaS): Defining and executing content strategy for customer support domains with an accent on AI-driven and human-friendly knowledge bases. Focus on leading end-to-end content changes, mentoring writers, and optimizing user self-service experiences at scale.

Location: Makati, Philippines (Hybrid/Remote/Onsite options available)

Company

Canva is a global design platform empowering users to create and share visual content.

What you will do

• Define and execute content strategy for assigned support domains across help centers, AI responses, and internal tools.
• Lead complex, end-to-end content changes and large-scale updates.
• Collaborate with Product, Support, Legal, and Service Design teams to deliver scalable support experiences.
• Mentor junior writers and BPO partners to ensure high-quality content delivery.
• Use performance data and user insights to identify content gaps and drive continuous improvements.
• Ensure content is structured and optimized for both AI systems and human workflows.

Requirements

• Strong experience in content strategy, knowledge management, or content operations within a tech or SaaS environment.
• Proven track record of owning initiatives end-to-end and solving complex problems.
• Ability to create clear, structured content that works across multiple systems.
• Experience leading multi-surface content initiatives and influencing cross-functional stakeholders.
• Deep understanding of how content is surfaced and consumed by AI and human users.
• User-first mindset with the ability to connect content decisions to business outcomes.

Culture & Benefits

• Equity packages to share in company success.
• Inclusive parental leave policy for all parents and carers.
• Annual Vibe & Thrive allowance for wellbeing and home office setup.
• Flexible leave options for rest and growth.
• Global exposure and opportunities for professional development.