Knowledge Systems Manager

About Our Client

The 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 Opportunity

The 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.

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.