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Jobber is a SaaS platform helping small home service businesses (plumbers, painters, landscapers) manage quoting, scheduling, invoicing, and payments. The company has been recognized by Great Place to Work and named to Deloitte Canada's Technology Fast 50 and Globe and Mail's Canada's Top Growing Companies.
The Customer Success Enablement team is a center of excellence within the Customer Success organization, supporting the growth and performance of Customer Onboarding and Product Support teams. This role sits at the intersection of knowledge management, technical writing, and AI enablement.
As Customer Success Enablement Specialist, you will own a portfolio of knowledge assets—from creation through ongoing maintenance—ensuring they remain accurate, discoverable, and optimized for both human use and AI systems. You will create and maintain the trusted knowledge layer that powers Jobber's Customer Success workflows, in-flow learning, conversational AI, agent assist, search, and self-service experiences.
Key responsibilities include:
- Owning a portfolio of knowledge assets: Create, maintain, and continuously improve knowledge base articles, SOPs, workflows, playbooks, and enablement content throughout their lifecycle, ensuring version control and alignment with knowledge management and AI readiness standards.
- Creating AI-ready knowledge: Develop content using technical writing, information architecture, taxonomy, and metadata standards optimized for both people and AI retrieval.
- Translating change into knowledge: Partner with Product, AI, Data, Customer Success, and subject matter experts to turn product releases, process updates, and operational changes into trusted knowledge.
- Improving knowledge quality: Use QA findings, customer insights, search analytics, frontline feedback, and AI performance signals to identify gaps and strengthen portfolio quality.
- Supporting learning in workflow: Create role-specific onboarding and just-in-time learning resources.
You will report to the Senior Manager, Enablement & Knowledge Systems and work cross-functionally across the organization. This is a hands-on role for someone who enjoys bringing structure to complexity and takes pride in creating knowledge that helps both people and AI perform at their best.
