Knowledge Systems Manager

Role Overview

The Knowledge Systems Manager owns and scales Boulevard’s knowledge ecosystem across customer-facing Support Center resources and internal documentation. Reporting to the Manager of Education, the role drives strategy, governance, and organization of support content and leads AI knowledge optimization to improve AI agent and chatbot answer quality.

Responsibilities

Knowledge Base Ownership & Strategy

• Own customer-facing Support Center content: create, govern, update, and archive.
• Define and maintain taxonomy, structure, tone of voice, and discoverability standards.
• Create and curate articles, guides, tutorials, and videos for customers and internal enablement.
• Establish content quality guidelines for clarity, consistency, and alignment with product functionality.
• Maintain internal/external knowledge systems (e.g., Confluence, internal GPTs, LMS training content, Academy, and documentation) to keep resources accurate and accessible.
• Align with Product and Product Marketing to proactively update content based on releases and feature changes.

AI Optimization

• Optimize knowledge for AI retrieval so AI support agents (e.g., Billie/Fin) provide accurate, high-confidence responses.
• Own customer experience quality of AI-generated responses: ensure answers are accurate, clear, helpful, appropriately toned, and aligned to support standards.
• Monitor AI performance metrics such as resolution rate, deflection rate, and confidence levels; use insights to improve self-service outcomes.
• Identify and close knowledge gaps that cause live agent escalations.
• Continuously refine prompts, knowledge structure, and knowledge formatting to improve AI effectiveness.
• Collaborate with AI Support teams (e.g., Intercom) to improve knowledge ingestion and response quality.
• Partner with Revenue Operations (text cut off in posting).