As the Sr. Knowledge Specialist, Pinterest Support Operations, you will take ownership of an existing portfolio of internal support knowledge documentation for a defined set of monetized advertising products and workflows. In an AI-forward company like Pinterest, high-quality, well-governed knowledge is the foundation that enables AI-assisted support at scale, powering better search, more reliable recommendations, and faster resolution in the flow of work. In this role, you will strengthen the quality, structure, and governance of internal knowledge so frontline agents and BPO partners can resolve issues efficiently today, while also advancing Pinterest’s strategy to use AI to accelerate operational effectiveness and improve support experiences over time.

What you’ll do:

• Be the primary owner for a defined monetization knowledge domain within internal Support documentation, taking ownership of an established knowledge library and driving its ongoing health, consistency, and scalability.
• Own the full content lifecycle for internal knowledge including intake, prioritization, drafting and editing, SME review, publishing, maintenance, and sunsetting, ensuring content remains aligned with product changes, operational workflows, and policy and enforcement updates.
• Conduct regular content audits to identify outdated guidance, duplication, gaps, broken workflows, and unclear troubleshooting, then deliver and execute a prioritized remediation plan.
• Write, edit, and optimize internal knowledge articles so they are actionable, accurate, and easy to navigate for agents, including clear decisioning, troubleshooting steps, escalation paths, and exception handling.
• Partner with subject matter experts across Support, Product, Engineering, Policy and Enforcement, and Operations to translate complex technical concepts into accessible, agent-ready guidance.
• Improve information architecture and findability across internal knowledge, including taxonomy, templates, cross-linking, naming conventions, and standard article patterns, to reduce time-to-answer and improve case handling consistency.
• Develop and maintain content that supports AI-assisted internal support experiences, ensuring knowledge is structured and maintained in ways that improve AI search and recommendations and reduce incorrect or outdated guidance.
• Use AI tools to accelerate knowledge article drafting and updates, improving speed to production while maintaining a consistent tone, style, and structure, and ensuring final content is validated through SME review and quality checks.
• Refine and maintain knowledge governance and standards including review cadences, approval workflows, versioning and change logs, ownership, and quality checks to ensure reliability and compliance.
• Build strong relationships with cross-functional stakeholders to drive timely reviews and ensure knowledge readiness for launches, experiments, and rapid iteration in monetized product areas.
• Manage multiple projects and priorities simultaneously, proactively mitigating risks and removing blockers that impact support readiness.
• Monitor internal knowledge performance and adoption, such as search success, usage and engagement, and case handling friction signals, to identify improvement opportunities.
• Communicate a clear roadmap of knowledge improvements, progress, and outcomes to stakeholders.
  
  

What we’re looking for:

• 5+ years of experience in content and knowledge management, technical writing, support operations, or similar roles in a technology company.
• 2+ years of experience in Customer Support or User Support knowledge management are highly preferred.
• Demonstrated experience owning and improving an existing internal documentation set, including auditing, governance, and iterative optimization, not only net-new writing.
• Strong writing and editing skills, with the ability to transform complex technical concepts into clear, actionable internal guidance.
• Proven data-driven approach using metrics, tooling insights, and frontline feedback loops to prioritize work and measure impact.
• Excellent cross-functional collaboration skills, especially with Product, BPO Vendors, and Support, and the ability to drive alignment and decisions in a fast-moving environment.
• Strong project management and prioritization skills, proactive and solutions-oriented, and comfortable operating under ambiguity.
• Demonstrated experience using AI tools or AI-powered platforms to improve knowledge and content systems, such as AI search, agent assist, automated content insights, and intent or query analysis.
• Ability to apply a quality-first and safety-first approach to AI, including evaluating output accuracy, identifying risks like outdated guidance, ambiguity, and hallucinations, and improving source content and governance to increase reliability.
• Working knowledge of internal knowledge and search platforms such as Zendesk Guide, Guru, and or Glean, or demonstrated ability to learn quickly.
  
  

Relocation Statement:

• This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.
  
  

In-Office Requirement Statement:

• We recognize that the ideal environment for work is situational and may differ across departments. What this looks like day-to-day can vary based on the needs of each organization or role.
• This role will need to be in the office for in-person collaboration 1-2 times every 6-months and therefore can be situated anywhere in the country.

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