Knowledge Systems Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $100k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Boulevard

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

Boulevard is a leading client experience platform designed for appointment-based, self-care businesses such as medspas, salons, spas, barbershops, and nail salons. With a focus on enhancing customer engagement and business efficiency, Boulevard offers a comprehensive suite of solutions including self-booking, client profiles, loyalty programs, payment systems, and marketing tools. The platform supports over 30,000 self-care professionals by streamlining scheduling, reports, and point-of-sale operations. Boulevard aims to elevate the self-care experience through innovative technology, empowering practitioners and delighting clients alike.

📋 Description

• Own all customer-facing Support Center content, including creation, governance, updates, and archival • Define and maintain Support Center taxonomy, structure, tone of voice, and discoverability standards • Create and curate articles, guides, tutorials, and videos for customer and team education • Establish content quality guidelines aligned with product functionality • Maintain internal and external knowledge systems, including Education Confluence, internal GPTs, LMS training content, Academy, and documentation • Update content proactively based on product releases and feature changes • Optimize knowledge content for AI retrieval and accurate AI support responses • Ensure AI-generated responses are clear, helpful, appropriately toned, and aligned with support standards • Monitor AI performance metrics and improve self-service outcomes • Identify and close knowledge gaps contributing to live-agent escalations • Refine prompts, structure, and knowledge formatting • Collaborate with the AI Support team and Revenue Operations on knowledge ingestion, AI workflows, and response quality • Identify opportunities to leverage AI across the organization • Analyze support trends and ticket data to identify friction points and knowledge gaps • Translate support trends into customer guidance, AI response improvements, internal support guidance, and reusable communication frameworks • Partner with Support Operations on reporting, tooling insights, workflow data, and automation opportunities • Support evaluation and rollout of a new support/ticketing platform, including knowledge and AI data migration • Serve as knowledge liaison between Education, Support, Product Marketing, and Product • Establish and track knowledge performance and self-service KPIs • Audit knowledge systems for accuracy and relevance • Drive process improvements and build a sustainable knowledge governance model • Stay current on industry trends, tools, and best practices

🎯 Requirements

• Proven track record owning a help center or knowledge base end-to-end, from strategy through execution, with measurable impact on deflection, resolution, or self-service outcomes • Experience optimizing content for AI-driven support tools, chatbots, or self-service platforms • Skilled at organizing complex product and operational information into intuitive, scalable structures • Comfortable working across knowledge bases, CMS platforms, documentation tools, AI agents, and analytics dashboards • Working knowledge of Model Context Protocol (MCP) and how it connects AI agents to external systems for real-time data retrieval and action-taking • Comfort scoping/configuring MCP or data connectors within Intercom, including OAuth-based permission scoping and read-vs-act tradeoffs • Ability to diagnose unresolved Fin conversations and distinguish knowledge gaps from context/action gaps • Ability to independently query, filter, and interpret support trends, search behavior, and AI performance data from dashboards and reporting tools • Skilled at cross-functional partnership with Support, Product, Product Marketing, Ops, and Engineering • Exceptional written and editorial skills • Strong governance mindset and ability to build sustainable processes • Experience designing technical course content and comprehensive courses • Experience creating systems, improving workflows, and scaling knowledge in a fast-moving environment

🏖️ Benefits

• Variable compensation program eligibility • 401(k) match • Dental insurance • Medical insurance • Vision insurance • Life insurance • Flexible vacation day policy • Fully remote work • Monthly work-from-home stipend • Family planning resources and specialized support programs • Equity • Boulevard Bucks Learning and Development program