Product Knowledge Manager

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Product Knowledge Manager

Department: Operations

Employment Type: Full Time

Location: United Kingdom

Reporting To: Chief Operating Officer

Description

Hey I'm Ellis, COO at Pinpoint.

We're a high-growth HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, solid product-market fit, and happy customers.

As our product has evolved, our knowledge base hasn't kept up-it's outdated and lacks the depth and polish we expect. At the same time, our Pinpoint Product Certification Program for new hires needs a complete overhaul.

That's where you come in.

We're looking for a Product Knowledge Manager to own and elevate our product knowledge ecosystem. You'll revamp our internal and external knowledge bases, redesign our product certification program, and keep resources up to date as the product evolves. From creating high-quality, easy-to-digest content to implementing a scalable training program, you'll play a critical role in ensuring our team and customers have the resources they need to succeed.

The fine print (but way more exciting):

• This is a remote-first, UK-based role, with in-person team meetups a few times per year in London and Jersey.
• You'll become a product expert-our platform is highly customizable with frequent updates, and you'll own the internal and external knowledge bases.
• This is a content-heavy role. You'll create high-quality guides, videos (screen recordings and walkthroughs), and annotated screenshots to support internal and external users.
• You'll take full ownership of our Pinpoint Product Certification Program, ensuring it provides effective onboarding and continuous learning across the company.
• Our values shape how we work. If they resonate with you, we'd love to meet you.

About the Role

• Own, update, and scale our knowledge base, ensuring content is organized, searchable, and actually helpful.
• Create high-quality, engaging content-help guides, screen recordings, walkthroughs, and annotated screenshots-for internal and external audiences.
• Redesign and run our internal Product Certification Program, ensuring effective onboarding, structured testing, and ongoing recertifications.
• Make self-service effortless. Ensure our knowledge base helps users find answers quickly-before they reach out for support.
• Monitor Slack for knowledge gaps and proactively fill them with timely content updates.
• Manage a Learning Management System (LMS) to deliver certification programs and ongoing product training.
• Collaborate with Product, Customer Success, Marketing, and Sales teams to align training materials with new features, integrations, and customer needs.

What does success look like?

• An up-to-date, easy-to-navigate knowledge base that goes beyond the basics-not just what a feature does, but why and how to use it effectively.
• A structured Product Certification Program that improves new hire ramp-up time and keeps teams sharp on new features.
• Higher self-service adoption, reducing reliance on ad-hoc support.
• Stronger internal alignment, eliminating duplicate knowledge-sharing efforts across teams.

Tech stack: Guru, Intercom, Slack, Notion, Linear,

About You

• 3+ years of experience in product knowledge management, training, or content creation-ideally in high-growth SaaS.
• Exceptional writer. You can break down complex ideas into clear, concise, and engaging documentation.
• Multimedia savvy. You can create screen recordings, walkthroughs, and annotated screenshots (no videography required).
• Experience designing scalable training or certification programs that drive knowledge retention.
• Familiar with tools like Notion, Guru, Slack, and LMS platforms.
• Fast, flexible, and proactive. You keep things moving and adapt quickly when things change.
• Highly organized and deadline-driven, producing high-quality content efficiently.
• Strong collaborator. You work across Product, Sales, and Customer Success to ensure alignment.
• Passionate about making complex things simple and creating scalable, self-serve knowledge solutions.

What We Offer

We want Pinpoint to be the best place you've ever worked-somewhere you feel valued, supported, and excited to grow. Here's what you'll get:

• Gold-plated healthcare - The best medical, dental, and optical coverage money can buy. We've got you (and your family) covered
• Unlimited holidays - Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
• Mental health support - Unlimited, immediate access to professional counseling through Spill-because your well-being comes first
• Retirement matching - A competitive plan to help you hit your long-term financial goals
• Remote-first culture - Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
• Meaningful equity - You're helping build something special, and you should share in its success
• Generous parental leave - Up to 16 weeks of fully paid leave to support new parents
• Learning budget - Annual funds for courses, books, or anything else that fuels your personal and professional growth
• Top-of-the-line equipment - MacBook Pro, 4K monitors, and all the right tools to do your best work
• A team that's got your back - Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow

A detailed overview of our benefits can be found here