Support Knowledge and AI Content Associate

Be at the forefront of our AI-first support strategy as a Support Knowledge and AI Content Associate! In this newly created role, you'll be pivotal in building and curating the user-facing knowledge that powers both our AI-driven instant answers and our searchable knowledge base. You'll bridge the gap between human expertise and AI efficiency, directly impacting user experience and support effectiveness. If you're passionate about UX content creation, the application of AI in support, and creating user-centric conversational solutions, we want to hear from you. You'll craft and structure content for our learner and client-facing knowledge base, ensuring it's easily understandable for both human users and AI systems and execute knowledge management processes, including collaborating with teams across departments to review and update existing content, guaranteeing its accuracy and consistency. You'll analyse (sometimes vague) product, process and policy change documentation, asking pertinent questions to allow you to transform this into clear, complete and accurate user-centric knowledge. Conduct quality assurance checks on AI-generated outputs to identify inaccuracies and refine content to improve the quality of AI responses.