Knowledge & Enablement Manager

Type
Full-time
Location
Sofia
Team
Customer Support
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Company Mission

Payhawk is a leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale.

The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir, Quantive, and Wagestream. With offices in New York, London, Berlin, Munich , Barcelona, Paris, Amsterdam, Vilnius and Sofia; Payhawk is backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Earlybird Digital East, and Eleven Ventures.

Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We understand that the best ideas don’t all come from the same place, so we encourage diversity and inclusion in all areas of our work.

The future of fintech is about more than money, and we believe in work-life balance, continual learning, and empowered teams. We’re also on a journey to improve our environmental and social impact and become B Corp certified. From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too.

We’re changing the world of payments, and we’re looking for an exceptional team to help us.

About the Role

At Payhawk, our Knowledge & Enablement Manager | Support plays a critical role in equipping our customer support teams with the knowledge, tools, and resources they need to deliver outstanding service. As part of our Customer Success organization, you will be responsible for building and managing internal knowledge bases, documenting key processes, and developing impactful enablement materials that drive efficiency, consistency, and excellence across the support function. .

Responsibilities

  • Create and maintain clear, accurate, and accessible internal knowledge base content.
  • Document key support processes and best practices to drive consistency.
  • Keep documentation up to date with product and process changes.
  • Develop enablement materials (FAQs, guides, onboarding docs, training resources).
  • Identify knowledge gaps and create relevant content in collaboration with support leadership.
  • Gather feedback from agents to improve documentation and training materials.
  • Support onboarding with structured learning resources.
  • Collaborate cross-functionally to align documentation with business needs.
  • Recommend improvements to support workflows and ensure clear escalation paths.


Requirements

  • +2 years in customer support, success, or a related field.
  • Excellent writing skills with the ability to simplify complex topics.
  • Fast learner, adaptable to a dynamic environment.
  • Experience creating training or enablement content.
  • Strong organizational skills and attention to detail.
  • Effective cross-team collaboration and stakeholder communication.
  • Familiarity with knowledge management and support tools.
  • Fluent in English.

Company Benefits

  • 30 days holiday paid leave
  • Competitive compensation package
  • Exchange policy to another Payhawk office (London, Barcelona, Paris, Amsterdam)
  • Flexible working hours and opportunity to work from home
  • Regular team-wide events
  • Opportunity to use the Payhawk product

    Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.