EverHealth - AI Quality and Content Specialist (Remote, US)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. EverHealth, a business within EverCommerce, provides modern end-to-end solutions for healthcare providers, serving 72,000 healthcare practices with an open, connected ecosystem of solutions and services.

About the role

We are seeking an AI Quality & Content Specialist to ensure the accuracy, reliability, and continuous improvement of our AI support experience. This role will act as the quality gatekeeper, identifying risks, improving performance, and building trust in AI across both customers and internal teams. You will own the ongoing auditing and governance of the knowledge and source content powering AI experiences to ensure outputs remain accurate, trustworthy, and operationally effective.

Responsibilities

• Audit AI-generated responses across:
  • Chat
  • Cases
  • Self-service flows
• Identify and address:
  • Hallucinations and reduce “assumed resolves”
  • Incomplete answers
  • Compliance risks
• Score AI performance against defined QA frameworks.
• Audit and validate the knowledge content, workflows, and source materials leveraged by AI systems to ensure responses remain accurate, comprehensive, compliant, and aligned with current product functionality and support policies.
• Identify outdated, conflicting, incomplete, or low-confidence content that may negatively impact AI-generated responses and customer experience.
• Establish ongoing content governance processes to maintain AI readiness across help center articles, macros, internal documentation, and workflow logic.
• Analyze root causes of AI failures, including:
  • Content gaps
  • Poor prompt handling
  • Edge cases
• Provide actionable insights to Content Strategist and Head of Support.
• Create a feedback loop with Product and Engineering and serve as the voice of the customer.
• Build and maintain dashboards tracking:
  • Resolution accuracy
  • Escalation drivers
  • Customer sentiment (AI vs human)
• Surface trends and recommend improvements.
• Partner with stakeholders to:
  • Retrain AI
  • Improve knowledge content
  • Adjust workflows and guardrails
• Help establish a closed-loop AI optimization system.
• Partner with Content, Product, Engineering, and Support stakeholders to continuously optimize and maintain AI source content quality.
• Create scalable auditing mechanisms to proactively identify content gaps, stale documentation, and areas where AI confidence or resolution quality declines.
• Help define standards for AI-consumable knowledge design to improve answer consistency, containment, and customer trust.

Success Metrics (First 12 Months)

• Reduction in AI error rate / false positives
• Improved AI CSAT and containment rate
• Increased AI trust score
• Increased adoption of the AI channel
• Faster identification of content gaps
• Established QA framework for AI governance

Schedule

This is a remote role based anywhere in the United States. The team is distributed globally across multiple time zones, including the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. Occasional travel to the Corporate Headquarters in Denver, Colorado, or other office locations around North America may be required.

Benefits

• Flexibility to work in-office, remote, or hybrid within your country of employment
• Continued investment in professional development
• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous flexible time-off (FTO)
• Employee Stock Purchase Program

Pay

The target base compensation for this position is $45,000 to $50,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise.