AI Knowledge Manager

Responsibilities

• Own the full lifecycle of internal troubleshooting guides and SOPs, including creation, publication, versioning, and retirement.
• Build and maintain the external Help Center, ensuring articles meet both customer experience and AI consumption standards.
• Mine Intercom ticket data and AI failure logs to proactively identify knowledge gaps and prioritize content remediation.
• Define and enforce AI-readiness standards for all knowledge assets to drive higher AI resolution and deflection rates.
• Design and maintain knowledge taxonomy, including category structures, tagging conventions, and metadata standards.
• Partner with support and product teams to ensure 100% knowledge readiness for New Product Introductions (NPI).
• Deliver regular reporting on knowledge health metrics such as coverage rates, freshness, and AI-readiness scores.

Requirements

• Bachelor's degree in technical writing, communications, information science, computer science, or equivalent practical experience.
• 3+ years of experience in technical writing, knowledge management, or content strategy within a B2B SaaS or technology support environment.
• Proven experience writing troubleshooting or support content for technical audiences.
• Proficiency with knowledge management platforms such as Intercom or Confluence.
• Strong analytical skills to interpret ticket data and AI performance metrics.
• Working knowledge of how knowledge base structure impacts AI-powered support performance.

Preferred Qualifications

• Experience managing a knowledge base in an AI-first support environment.
• Prior work with Intercom Fin AI or comparable LLM-powered support agents.
• Familiarity with structured authoring frameworks like DITA.
• Experience with reporting or BI tools for trend analysis.
• Ability to write light SQL to surface content performance signals.

Benefits

• 100% company-paid Medical, Vision, and Dental coverage for you and your family.
• Four weeks of PTO for all new hires.
• PTO Embargo policy to ensure you are truly disconnected during time off.
• "Mahalo moments" program for major life milestones.
• 90-minute workout lunches and access to nutritional support.

About the Company

Bandwidth is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we provide an owned communications cloud that delivers advanced automation, AI integrations, and premium human support.