Knowledge Systems Manager
Benefits
Unlimited PTO
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Knowledge Base Ownership & Strategy:
- Own all customer-facing Support Center content, including creation, governance, updates, and archival.
- Define and maintain taxonomy, structure, tone of voice, and discoverability standards.
- Align with Product and Product Marketing to proactively update content based on releases.
AI Optimization:
- Optimize knowledge content for AI retrieval to deliver accurate, high-confidence responses.
- Monitor AI performance metrics and identify opportunities to improve self-service outcomes.
- Proactively close knowledge gaps that contribute to live agent escalations.
Support Insight & Analysis:
- Analyze support trends and ticket data to identify recurring friction points.
- Translate trends into scalable customer-facing guidance and AI response improvements.
- Partner with Support Operations to leverage reporting and tooling insights.
Continuous Improvement & Future State:
- Establish and track KPIs for knowledge performance and self-service effectiveness.
- Regularly audit internal and external knowledge systems for accuracy.
- Drive process improvements that reduce manual effort and increase scalability.
Boulevard
Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. The company values diverse backgrounds and fosters a collaborative culture.