Sr. Manager, Knowledge Management & CX Enablement

Core Focus

• Support Help Center: Own the centralized knowledge platform that supports CX responses and customer support workstreams
• Knowledge Management: Governing content strategy, taxonomy, and freshness across all knowledge bases
• Technical Writing: Oversee the production and maintenance of structured documentation for our front-line support, customer and AI consumption
• CX Training: Design and deliver curriculum across new-hire and ongoing programs that shift towards attribution-informed and customer-first engagement
• Quality Assurance: Establishing QA frameworks to improve accuracy of content and AI deflection quality

What You'll Do

• Lead, coach, and develop a team of three specialists across technical writing, training, and QA
• Define and execute a training and enablement strategy that scales alongside product and team growth
• Partner cross-functionally with Customer Support, Product, Engineering, Marketing, and Revenue Operations to ensure knowledge keeps pace with releases and company direction
• Build and report on OKRs, KPIs, and program health metrics to CX leadership on a regular cadence
• Establish documentation standards that support both human readability and structured AI ingestion (RAG pipelines, AI agent grounding)
• Own the knowledge base governance model - taxonomy, content lifecycle, ownership mapping, and deprecation workflows
• Serve as the primary stakeholder for knowledge tooling - managing the roadmap for the help center CMS, internal wiki, and any AI knowledge connectors
• Drive content creation and auditing cadences; ensure alignment between knowledge base content and actual specialists and AI behavior
• Develop mechanism and scorecards to evaluate the accuracy and quality of AI support responses, identify knowledge and training gaps that create deflection failures to drive improvement.
• Stay current on AI support tooling trends and proactively recommend improvements to CallRail's AI-assisted support architecture
• Build and embed customer-centric training tracks that deepen support specialists’' understanding of marketing attribution - including call tracking, source attribution, and how CallRail data informs customer business decisions
• Partner with Product and Marketing to develop enablement content that equips specialists to speak credibly about attribution concepts, campaign ROI, and the broader CallRail value story

What You'll Need

• 6+ years in knowledge management, support enablement, technical writing, or adjacent CX disciplines
• 2+ years managing cross-functional initiatives with either direct or indirect management experience
• Experience with AI support tooling and how content structure affects AI performance
• Experience with LMS platforms (Lessonly/Seismic preferred) and help center CMS tooling preferred
• Demonstrated experience building documentation or training programs at a SaaS company
• Hands-on experience configuring or prompting AI support agents
• Familiarity with marketing attribution concepts - call tracking, UTM parameters, multi-touch attribution, or campaign ROI analysis
• Familiarity with the CallRail product or call tracking / conversation intelligence category
• Background in instructional design, learning principles, or formal QA methodology
• Working knowledge of the broader CX tech stack: Zendesk, Asana

Skills & Traits

• Exceptional written communication and strong analytical mindset
• Cross-functional relationship builder with proven ability to influence without authority
• Highly organized with experience managing concurrent projects and tight timelines
• Genuine customer empathy and a desire to shift teams from task completion toward customer outcomes
• Curiosity about AI-assisted support and a genuine desire to build for both human and automated consumers of content

Additional Perks

• Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage

Location

This position is based out of our Atlanta office and will require that you come into the office on Tuesdays and Thursdays.