Knowledge Systems Manager
Job Summary
To drive the strategy and governance of knowledge resources, the remote Knowledge Systems Manager will own customer-facing content, optimize AI knowledge for support tools, and analyze support trends to enhance self-service outcomes.
Key responsibilities
- Own and manage all customer-facing Support Center content, ensuring clarity and alignment with product functionality
- Optimize knowledge content for AI retrieval, improving the quality of AI-generated support responses
- Analyze support trends and ticket data to identify knowledge gaps and create scalable guidance for customers and agents
Required qualifications
- Proven experience managing a help center or knowledge base with measurable impact on resolution and self-service outcomes
- Experience optimizing content for AI-driven support tools and self-service platforms
- Strong technical fluency with knowledge bases, CMS platforms, and analytics dashboards
- Exceptional written and editorial skills, capable of simplifying complex concepts
- Experience designing technical course content and addressing training needs
Complete Job Description
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