Job Description

Full-time Department: Tech Support Work Type: In-Office

Company Description

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At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.


Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.

"When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind."

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values -

S

upport,

E

xcellence,

C

ommunication,

T

eamwork,

I

ntegrity,

G

rowth and

O

penness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you'd like to be part of our growth story in delivering a market leading user experience, we'd like to talk to you.

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We are looking for a Knowledge Management Lead to join our growing global team at Sectigo.



The

Knowledge Management Lead

plays a critical role in driving continuous learning, knowledge sharing, and customer self-service excellence. This individual will be responsible for overseeing the team's training needs -- both technical and customer service-focused -- while also managing the internal Knowledge Base, customer-facing self-service tools (including chatbot solutions), and initiatives that enhance the overall customer experience.


This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.


Here are the core functions, responsibilities, and expectations for this role:

Training & Enablement:

Identify and assess ongoing

training needs

for both technical and customer service skills across the support team. Develop, coordinate, and deliver training programs (internal, external, self-paced, and instructor-led). Work closely with team leads and subject matter experts to

bridge knowledge gaps

. Create skill matrices to track progress and ensure learning objectives are met. Maintain training records and measure training effectiveness through performance metrics and feedback.

Knowledge Base Management:

Own and maintain the

Knowledge Base (KB)

strategy for both internal and external audiences. Ensure content is accurate, up-to-date, well-organized, and aligned with evolving business and product needs. Define and manage processes for content creation, approval, review cycles, and retirement. Leverage analytics to identify gaps and prioritize content updates.

Self-Service Tools & Customer Experience:

Manage and enhance

self-service platforms

such as chatbots, virtual assistants, and online support resources. Collaborate with IT, Product, and Customer Experience teams to improve the functionality and effectiveness of these tools. Ensure self-service resources align with customer expectations and reduce case volumes through proactive content updates. Monitor performance through metrics like deflection rates, engagement, and resolution satisfaction.

Other duties as assigned and related to the nature of this role and company initiatives.

Qualifications

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Education:

A bachelor's degree or relevant years of working experience in related fields is required. An advanced degree in related fields is strongly preferred.

Experience:

Minimum of 5+ years of experience in Knowledge Management, Training, or Customer Support leadership roles is required. Experience in the cybersecurity and/or CLM industry is strongly recommended.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

Strong background in technical training and content creation. Hands-on experience with Knowledge Management Systems, CRM, and chatbot platforms (e.g., Salesforce Knowledge, Zendesk, Freshdesk, etc.). Excellent communication, facilitation, and collaboration skills. Analytical mindset with the ability to interpret data and drive decisions. Customer-centric with a focus on continuous improvement.

Additional Information

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Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work - and our team members - reflect the positive outcomes we deliver to our customers every day.