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Freelancers / Remote
Knowledge Strategist – Customer Success Full Time NEW
About This Opportunity
Instructure is looking for a Knowledge Strategist to support its Digital Customer Success team by building and structuring a future-ready knowledge base.
This role goes beyond traditional knowledge management- you will help design systems that are optimized not only for human use but also for AI and automation.
You’ll play a key role in shaping how data is structured, accessed, and leveraged across the organization.
Accepting Applicants: Remote From Philippines
View the full job description and apply directly with Instructure
*Please only apply if you feel you match the requirements below.*
What You’ll Be Doing
- Structure and optimize the knowledge base for AI and LLM readiness
- Develop taxonomy, tagging, and data standards for better accessibility and automation
- Act as the voice of Digital Customer Success across teams
- Build and maintain internal knowledge systems and tool libraries
- Collaborate with Product and AI teams on data structure and metadata standards
- Align cross-functional teams on processes that ensure clean, structured data
- Translate complex updates into clear, actionable internal documentation
- Identify inefficiencies and lead process improvement initiatives
- Audit workflows and support operational cleanup for automation readiness
Requirements
- 1–3 years of experience in a similar role (knowledge management, operations, CS, etc.)
- Strong organizational and structured thinking skills
- Interest in AI, automation, and data structuring (LLMs, RAG concepts)
- Excellent communication and stakeholder management skills
- Experience driving change and implementing new processes
- Ability to simplify complex information into clear documentation
- Bachelor’s degree or equivalent
- Nice to have
Experience in Knowledge Management, Information Architecture, or AI/Data Strategy
Familiarity with CRM systems (Salesforce, Gainsight)
Experience in SaaS or EdTech environments
