Knowledge Systems Manager

About Our ClientThe organization provides a client experience platform designed for appointment-based self-care businesses, including salons, spas, medspas, and barbershops. Founded in 2016 following extensive research into salon operations, the company addresses the operational challenges faced by self-care businesses through a modern, user-friendly platform that helps businesses streamline operations and improve customer experiences.About the OpportunityThe Knowledge Systems Manager owns and scales the organization’s knowledge ecosystem across customer-facing and internal resources. This role develops the strategy, governance, and operational standards for support content and documentation while leading AI-focused knowledge optimization. The position plays a key role in improving customer self-service, reducing support escalations, and enabling teams to access accurate, relevant, and actionable information efficiently.Responsibilities• Own customer-facing support content, including creation, governance, maintenance, updates, and archival.• Define and maintain taxonomy, content structure, tone, and discoverability standards for knowledge resources.• Create and curate articles, guides, tutorials, videos, and other educational resources for customers and internal teams.• Establish content quality standards that promote clarity, consistency, accuracy, and alignment with product functionality.• Maintain internal and external knowledge systems to ensure information remains accurate, accessible, and relevant.• Partner with product teams to update knowledge content in response to product changes and releases.• Optimize knowledge content for AI retrieval and improve the accuracy and quality of AI-generated support responses.• Monitor AI performance metrics and identify opportunities to improve self-service outcomes.• Identify and address knowledge gaps that contribute to live-agent escalations.• Refine prompts, taxonomy, and knowledge structures to improve AI effectiveness.• Collaborate with AI support teams and Revenue Operations to improve knowledge integration and workflows.• Identify opportunities to use AI to enhance knowledge delivery beyond traditional customer support.• Analyze support trends and ticket data to identify customer friction points and knowledge gaps.• Develop scalable guidance and communication frameworks based on support insights.• Partner with Support Operations on reporting, automation, and process improvement opportunities.• Support the migration and optimization of knowledge content across new support platforms.• Serve as a liaison among Education, Support, Product Marketing, and Product teams.• Define and track KPIs related to knowledge performance, customer self-service, and support effectiveness.• Conduct regular audits of knowledge systems to maintain accuracy, relevance, and content health.• Drive process improvements that increase scalability and reduce manual effort.• Develop governance models that support sustainable knowledge management.• Stay current on industry trends, AI capabilities, and knowledge management best practices to continuously improve support experiences.Requirements• Proven experience managing a help center or knowledge base end-to-end with measurable improvements in deflection, resolution, or self-service outcomes.• Experience optimizing content and knowledge structures for AI-powered support tools or self-service platforms.• Strong analytical skills with the ability to evaluate support data and translate findings into actionable improvements.• Demonstrated ability to collaborate effectively across Product, Marketing, Support, Education, and other cross-functional teams.• Strong understanding of content governance, information architecture, and knowledge management principles.• Excellent written and verbal communication skills with strong attention to detail.• Ability to manage multiple priorities and drive scalable initiatives in a fast-paced technology environment.Pay Range and Compensation Package• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, qualifications, location, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.