Knowledge Systems Manager
B
BoulevardSaaS / B2B Technology
Remote - USAFull-TimeManager
Salary$100,000 - $130,000 per year
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Job Details
- Required Skills
- Data Analysis
Requirements
- Proven track record owning a help center or knowledge base end-to-end with measurable impact on deflection or resolution.
- Experience optimizing content for AI-driven support tools, chatbots, or self-service platforms.
- Strong information architecture skills for creating intuitive, scalable structures.
- Technical fluency with knowledge bases, CMS platforms, documentation tools, and analytics dashboards.
- Working knowledge of Model Context Protocol (MCP) and its application for real-time data retrieval in AI agents.
- Ability to scope/configure data connectors within Intercom, including OAuth-based permissioning.
- Analytical ability to interpret support trends, search behavior, and AI performance data.
- Strong cross-functional influence skills to partner with Support, Product, and Engineering.
- Exceptional written and editorial skills for simplifying complex concepts.
- Experience designing technical course content and addressing training needs.
Responsibilities
- Own all customer-facing Support Center content, including creation, governance, updates, and archival.
- Define and maintain Support Center taxonomy, structure, and discoverability standards.
- Optimize knowledge content for AI retrieval to ensure high-confidence AI support responses.
- Monitor AI performance metrics to identify and address knowledge gaps contributing to escalations.
- Analyze support trends and ticket data to inform scalable customer-facing guidance.
- Establish and track KPIs for knowledge performance and self-service effectiveness.
- Collaborate with Product, Marketing, and Support teams to keep content updated with feature releases.
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