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Nickolas Wolf

@nickolaswolf

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Knowledge Base Manager, experienced in Knowledge Base & Documentation Strategy

Ukraine

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What I'm looking for

- Roles: Knowledge Base Manager, Content Strategy Manager, Technical Documentation Lead, or Senior Technical Writer.
- Location: Kyiv (Hybrid) or Remote.
- Availability: Full-time.

I’m a Strategic Documentation Leader with over 5 years of experience building scalable knowledge ecosystems that actually work for both teams and users. Most recently, as a Knowledge Base Manager, I’ve focused on how high-quality documentation can directly drive product adoption and operational efficiency.

Impact Highlights:

1. Scaled Knowledge ecosystems: Managed a comprehensive Intercom KB for 3 product lines (300+ articles), ensuring 100% accuracy and high discoverability.
2. Drove User Success: Orchestrated major content revamps that directly supported 3 successful high-priority onboardings for new employees.
3. Optimized Performance: Led a migration project that increased topic coverage by 44% and boosted team efficiency by 20%.
4. Technical Oversight: Mentored and provided editorial guidance for technical writers to ensure all content met internal standards.
5. Platform Sync: Identified and resolved critical alignment issues between product platforms and help centers, eliminating documentation gaps.
6. Core Skills: Knowledge Management Strategy (Intercom, Notion, Confluence, Jira), Information Architecture, Content Governance, and Technical Writing.

Experience

Work history, roles, and key accomplishments

Knowledge Base Manager

Pallon

Jun 2025 - Apr 2026 (10 months)

- Managed a 300+ article Knowledge Base on Intercom across 3 product lines.
- Orchestrated content overhauls that powered 3 successful user onboardings.
- Mentored 2 technical writers and aligned cross-functionally with PDE and Quality teams using Notion.
- Resolved critical platform-sync issues and audited reviewer friction to drive information reliability and UX improvements.

Knowledge Management Knowledge Base Notion Style Guide Content Strategy Content Writing Content Analytics

Content&Knowledge Management Specialist

Preply

Apr 2021 - May 2025 (4 years 1 month)

- Managed a large-scale Confluence Knowledge Base, ensuring 100% alignment with internal standards.
- Led a migration that eliminated redundant content and increased topic coverage by 44%.
- Optimized usage patterns to boost team efficiency by 20%.
- Reduced template libraries by 50%, improving retrieval time by 30%.
- Collaborated cross-functionally to ensure Help Center compliance.

Onboarding Content Strategy Content Creation Content Writing Knowledge Management Knowledge Base Knowledge Base Systems LMS Instructional Design

Help Center Manager

Preply

Feb 2020 - Jan 2024 (3 years 11 months)

- Managed and optimized external Help Center articles
- Collaborated with Support, Product, and Marketing teams to update knowledge materials on time and in line with user needs.
- Translated & proofread multilingual content, maintaining a 95%+ quality score for published articles.
- Implemented content structure improvements based on analytics, increasing accessibility and reducing user friction.

Migration Content Strategy Content Creation Content Writing Content Management

Customer Support Agent

Preply

Nov 2019 - Apr 2021 (1 year 5 months)

Provided customer-centric solutions, resolving 95%+ of user queries on first contact. Collected user feedback to drive product improvements, leading to a 15% increase in user satisfaction scores.

Customer Satisfaction Intercom Productivity

Support Agent & Part-time Supervisor

Namecheap, Inc

Jun 2017 - Jul 2019 (2 years 1 month)

Supervised and trained a team of 10+ representatives, improving performance scores by 20%.
Enhanced knowledge management, reducing average issue resolution time by 25% while maintaining a 95%+ satisfaction rate.

Team Supervision Training Knowledge Management Performance