AI Knowledge Manager

About the role

The AI Knowledge Manager ensures content in Bandwidth’s Support Center and internal knowledge base stays accurate, current, and useful. This role owns the full knowledge supply chain for support knowledge — from identifying gaps in the existing content ecosystem to writing, maintaining, and governing the troubleshooting guides and Help Center articles used by support agents and customers alike.

Responsibilities

• Own the full lifecycle of internal troubleshooting guides and SOPs — from creation and publication to versioning, review, testing, and retirement — while managing a structured contribution workflow that enables support teams to submit content, with the KM as editorial owner, driving a trustworthy and efficient Copilot experience for agents.
• Build and maintain the external Help Center, writing articles that serve both the customer experience and AI consumption standards, maintaining coverage across Bandwidth's product verticals and ensuring content stays current as products evolve.
• Mine Intercom ticket data and AI failure logs to proactively identify knowledge gaps, outdated content, and coverage blind spots — prioritizing remediation based on ticket volume, customer friction, and AI deflection impact.
• Define and enforce the AI-readiness standard for all knowledge assets, co-owning content-driven performance metrics with the AI Support Manager — including knowledge coverage, content freshness, and quality signals that directly drive AI resolution and deflection rates.
• Design and maintain the knowledge taxonomy across internal and external content — including category structure, tagging conventions, and metadata standards — ensuring content is consistently organized and retrievable by human agents, AI systems, and self-serving customers.
• Pilot new content formats, structures, or tooling that improve AI-readiness or agent usability, bringing evaluated recommendations to the SIG roadmap.
• Participate in escalation review when knowledge gaps are identified as a root cause contributor to complex, cross-departmental support friction.

Requirements

• Education: Bachelor's degree in technical writing, communications, information science, computer science, or equivalent practical experience.
• Experience: 3+ years in technical writing, knowledge management, or content strategy in a B2B SaaS or technology support environment.
• Demonstrated experience writing troubleshooting or support content for technical audiences.
• Knowledge: Working knowledge of AI-powered support tooling and how knowledge base structure impacts AI performance.
• Skills: Exceptional technical writing and content editing; proficiency with knowledge management platforms (e.g., Intercom, Confluence, or similar); strong analytical skills to interpret ticket data and AI performance metrics and prioritize content work accordingly; self-directed with the ability to manage multiple concurrent projects without close supervision.

Bonus Points

• Education: Certification in technical writing, information architecture, or content strategy (e.g., CPTC, STC, or equivalent).
• Experience: Experience managing a knowledge base in an AI-first support environment; prior work with Intercom, Fin AI, or comparable LLM-powered support agents; experience partnering with Product on NPI documentation readiness.
• Knowledge: Familiarity with structured authoring frameworks (DITA or similar); understanding of SIP, porting, or voice/messaging support domains.
• Skills: Experience with reporting or BI tools for trend analysis; ability to write light SQL or use data tools to surface content performance signals.