This qualitative study investigates the impact of implementing a Wiki-based knowledge management system on job satisfaction and performance in a medium-sized enterprise (SME) operating in the pool construction industry in Western Europe. This study aims to address the conflicting findings in the literature regarding the relationship between knowledge management, job satisfaction, and employee performance as well as the lack of research in the context of Western European SMEs. Using a qualitative methodology, the study provides nuanced insights into the effects of specific knowledge management processes, such as knowledge acquisition, sharing, generation, codification, and preservation, at different organisational levels. The results showed that the implementation of the Wiki-based knowledge database led to significant improvements in job satisfaction, mainly because of the ease of finding information and streamlining work processes. However, the system’s ability to fully meet employees' specific knowledge needs influences their satisfaction levels. This study also highlights the differential impact of knowledge management processes at different organisational levels, with middle management and professionals benefiting more than top management and administrative staff. The findings are consistent with previous research indicating a positive relationship between knowledge management practices and job satisfaction and support the notion that well-structured and accessible knowledge resources can lead to better job performance. This study contributes to the field by offering a rich, qualitative perspective on the implementation of Wiki-based knowledge systems in the specific context of the pool construction industry in Western Europe, providing valuable insights for both researchers and practitioners in the fields of knowledge management and organisational behaviour.