Knowledge Systems Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of all customer-facing Support Center content, including its creation, governance, updates, and archival processes.

• Define and uphold the taxonomy, structure, tone of voice, and discoverability standards for the Support Center.

• Generate and curate articles, guides, tutorials, and videos aimed at educating customers and team members.

• Set content quality guidelines that align with product functionalities.

• Manage both internal and external knowledge systems, which include Education Confluence, internal GPTs, LMS training content, Academy, and documentation.

• Proactively update content in response to product releases and changes in features.

• Optimize knowledge content for AI retrieval and ensure accurate AI support responses.

• Guarantee that AI-generated responses are clear, helpful, appropriately toned, and in line with support standards.

• Monitor AI performance metrics to enhance self-service outcomes.

• Identify and address knowledge gaps that lead to live-agent escalations.

• Refine prompts, structure, and formatting of knowledge content.

• Collaborate with the AI Support team and Revenue Operations on knowledge ingestion, AI workflows, and response quality improvements.

• Seek out opportunities to utilize AI throughout the organization.

• Analyze support trends and ticket data to pinpoint friction points and knowledge gaps.

• Convert support trends into customer guidance, enhancements for AI responses, internal support guidance, and reusable communication frameworks.

• Partner with Support Operations on reporting, tooling insights, workflow data, and opportunities for automation.

• Assist in the evaluation and implementation of a new support/ticketing platform, including the migration of knowledge and AI data.

• Act as a knowledge liaison between Education, Support, Product Marketing, and Product teams.

• Establish and monitor knowledge performance and self-service KPIs.

• Conduct audits of knowledge systems to ensure accuracy and relevance.

• Drive process improvements and develop a sustainable knowledge governance model.

• Stay updated on industry trends, tools, and best practices.

⛳️ Requirements

• Demonstrated success managing a help center or knowledge base from strategy to execution, achieving measurable impacts on deflection, resolution, or self-service outcomes.

• Experience in optimizing content for AI-driven support tools, chatbots, or self-service platforms.

• Proficient in organizing complex product and operational information into intuitive, scalable structures.

• Comfortable navigating knowledge bases, CMS platforms, documentation tools, AI agents, and analytics dashboards.

• Working knowledge of Model Context Protocol (MCP) and its connection of AI agents to external systems for real-time data retrieval and action execution.

• Proficient in scoping/configuring MCP or data connectors within Intercom, including OAuth-based permission scoping and understanding read-vs-act tradeoffs.

• Ability to diagnose unresolved Fin conversations and differentiate between knowledge gaps and context/action gaps.

• Capable of independently querying, filtering, and interpreting support trends, search behaviors, and AI performance data from dashboards and reporting tools.

• Skilled in cross-functional collaboration with Support, Product, Product Marketing, Ops, and Engineering teams.

• Exceptional written and editorial skills.

• Strong governance mindset with the ability to establish sustainable processes.

• Experience in designing technical course content and comprehensive courses.

• Proven ability to create systems, enhance workflows, and scale knowledge in a fast-paced environment.

🏝️ Benefits

• Eligibility for a variable compensation program.

• 401(k) matching.

• Dental insurance coverage.

• Medical insurance coverage.

• Vision insurance coverage.

• Life insurance coverage.

• Flexible vacation day policy.

• Fully remote work options.

• Monthly work-from-home stipend.

• Family planning resources and specialized support programs.

• Equity opportunities.

• Boulevard Bucks Learning and Development program.