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 Knowledge Base Manager will own the self-service content and knowledge strategy for Aircall's Help Center. Reporting to the Support Operations & Strategy leader, you'll work with support delivery teams and cross-functional partners to ensure customers have access to updated, accurate, and clear help content. By translating technical and business concepts into user-friendly content, you’ll build a consistent and intuitive Knowledge Base that empowers customers and supports Aircall’s growth.