Karen Knighton

Knowledge Manager @Beehiiv

Lead the strategy, structure, and ongoing evolution of beehiiv’s public-facing Knowledge Base, a 200+ article resource that drives onboarding, product education, and long-term retention for a fast-scaling SaaS platform. Oversee the KB site’s look, feel, and functionality within Zendesk Guide, including the use of custom HTML to deliver an on-brand, user-friendly, and technically optimized experience. Operate at the intersection of Customer Support, Product, Engineering, and Growth to ensure customers can self-serve with clarity and confidence.• Own the full content lifecycle for 200+ KB articles — drafting, editing, QA, publishing, and optimizing for ongoing accuracy.• Translate complex product updates into clear, actionable documentation, backed by hands-on product testing to ensure accuracy and usability.• Implement and maintain KB content in Zendesk Guide, overseeing structure, organization, and search optimization.• Write and deploy custom HTML within Zendesk to enhance formatting, interactivity, and the overall user experience of the KB.• Integrate KB content with beehiiv’s AI-powered chatbot, ensuring articles are structured for maximum searchability and comprehension.• Edit beehiiv’s weekly Product Update email from the CEO to maintain a seamless communication flow between feature announcements and KB documentation.• Create and maintain the KB Style Guide and platform glossary to standardize terminology and tone across all help content.• Oversee the Knowledge Base site’s look, feel, and functionality, ensuring it remains on-brand, user-friendly, and technically sound.• Manage the KB task board in Linear, prioritizing work, tracking updates, and coordinating delivery across multiple projects.• Leverage analytics and support trends to identify content gaps and proactively reduce friction in the customer journey.• Collaborate cross-functionally to align KB updates with the product roadmap and confirm technical accuracy.