Support Knowledge and Content Manager

The Support Knowledge and Content Manager is responsible for owning and architecting the content that powers Gametime's chatbot (Dot), IVR, Help Center, and agent responses. This role plays a crucial role in reducing fan effort, deflecting contacts, and increasing agent efficiency, while maintaining a high standard of clarity, empathy, and speed. The ideal candidate will demonstrate key competencies in content operations, UX writing, and cross-functional collaboration to drive success in this role. Own fan-facing support content across Dot (chatbot), IVR flows, Help Center articles, and email/chat templates to ensure accuracy, consistency, and helpfulness. Audit and optimize agent macros to support fast, on-brand, and clear fan responses across contact channels. Increase automation and deflection by turning operational workflows into intuitive self-service paths. Maintain message consistency across agents, tools, and touchpoints. Collaborate cross-functionally with Product, Marketing, Engineering, and Fan Ops to support feature launches, campaign messaging, and proactive communication needs. Continuously iterate and improve content, staying ahead of issues, scaling updates, and reducing duplicate or outdated content.