This is Adyen
Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.
For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.
The knowledge landscape within the Adyen Support organization is dynamic and evolving. With teams spread across regions and products that continually grow in complexity, our ability to deliver consistent and high-quality support depends on the strength of our internal knowledge base. Whether it’s troubleshooting steps, product documentation, or process guidance, every Support engineer relies on having the right information at the right time to meet our customers’ needs.
We’re looking for a Support Knowledge Manager to become the steward of this critical resource. In this individual contributor role, you’ll own the strategy, structure, and day-to-day management of our knowledge base, ensuring it remains accurate, easy to navigate, and aligned with the needs of our global Support team. You’ll work closely with subject matter experts across Product, Support, and Operations to capture new insights, close knowledge gaps, and maintain high-quality content.
Your work will directly impact how quickly and effectively our Support teams can resolve issues, how easily knowledge is shared across regions, and how well we scale as our business grows. From driving content standards and governance to leveraging analytics to optimize discoverability, you’ll play a key role in ensuring that knowledge is not just stored, but actively empowers our people to deliver excellent customer experiences.
What You’ll Do
- Define and drive the long-term strategy for knowledge management across Support, becoming the subject matter expert on the Support knowledge base — its structure, processes, and optimization opportunities.
- Establish and maintain content standards, style guides, and governance processes; ensuring that knowledge remains high-quality, consistent, and up-to-date.
- Establish consistent taxonomy, tagging, and categorization to ensure knowledge is easy to find and AI ready.
- Partner with subject matter experts (SMEs) across Adyen to address content needs, coordinating the full lifecycle of Support knowledge: creation, review, updates, and retirement.
- Enable and empower team members across the organization to request or contribute to content, while maintaining quality and consistency.
- Monitor usage, feedback, and analytics to identify gaps, redundancies, and opportunities for improvement.
- Drive initiatives that improve adoption and foster a culture of knowledge sharing.
- Stay current on industry best practices, tools, and methodologies (e.g., Knowledge-Centered Service).
- Collaborate with technology partners across Adyen to shape and apply AI solutions that improve the creation, maintenance, and accessibility of Support knowledge.
Experience
- 3+ years of experience in content strategy, technical writing, or similar roles with a central aspect of knowledge management
- Proven track record maintaining and optimizing knowledge bases or content systems (e.g., Salesforce Knowledge, Zendesk Guide, Confluence, Guru, or similar).
- Exceptional writing and editing skills, with the ability to translate complex topics into clear, concise content.
- Strong organizational skills and attention to detail, with a focus on consistency and accuracy.
- Familiarity with content structuring, metadata, and search optimization techniques.
- Ability to collaborate effectively across teams and influence without direct authority.
- Data-driven mindset with experience using analytics to guide decision-making.
Our Diversity, Equity and Inclusion commitments
Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.
Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!
What’s next?
Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.
This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.
