Boulevard·USA·21 авг.
Knowledge Systems Manager
8 333 – 10 833 $
≈ 722,3 тыс.–939 тыс. ₽
🌍 УдалённоБез опытаПолная занятость🌐 Глобал
Наша компания
Who is Boulevard? Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.
О роли
Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our
Чем предстоит заниматься
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 engaging and informative content, including articles, guides, tutorials, and videos, to facilitate education and skill development among customers and team members
Establish content quality guidelines to ensure clarity, consistency, and alignment with product functionality
Support the upkeep of internal and external knowledge systems (Education Confluence, internal GPTs, LMS training content, Academy, and documentation), helping ensure content stays accurate, current, and accessible as a resource for teams
Align with Product and Product Marketing to proactively update content based on releases and feature changes
Наши требования
Experience working with salons, spas, medspas, multi-location service-based businesses, or a strong understanding of the operational complexity of appointment-based industries
Background in fast-paced SaaS, B2B technology, or high-growth startup environments
Experience building or restructuring a Support Center or internal knowledge system from the ground up
Experience creating multimedia learning assets
Familiarity with content lifecycle management best practices
Experience analyzing support metrics, search queries, or AI deflection metrics to inform strategy
Optimize knowledge content for AI retrieval, ensuring our AI support agents (e.g., Billie/Fin) deliver accurate, high-confidence responses
Own the customer experience quality of AI-generated support responses, ensuring Billie/Fin responses are not only accurate, but clear, helpful, appropriately toned, and aligned with Boulevard's support standards
Monitor AI performance metrics (resolution rate, deflection rate, confidence levels) and identify opportunities to improve self-service outcomes
Proactively identify and close knowledge gaps that contribute to live agent escalations
Continuously refine prompts, structure, and knowledge formatting to improve AI effectiveness
Collaborate with the AI Support team (e.g., Intercom) to improve knowledge ingestion and response quality
Partner closely with Revenue Operations to ensure knowledge content is properly integrated into AI workflows and surfaced effectively across support systems
Identify opportunities to leverage AI across the organization to enhance knowledge delivery and content accessibility beyond the support experience
Analyze support trends and ticket data to identify recurring friction points and knowledge gaps that impact the customer and agent experience
Translate recurring support trends and ticket drivers into scalable customer-facing guidance, including help content, AI response improvements, internal support guidance, and reusable support communication frameworks
Partner with Support Operations to leverage reporting, tooling insights, and workflow data to identify knowledge gaps and opportunities for automation
Support the evaluation and rollout of a new support/ticketing platform, ensuring knowledge structures, content, and AI-facing data are properly migrated and optimized for the new environment
Serve as the knowledge liaison between Education, Support, Product Marketing, and Product
Establish and track KPIs for knowledge performance and self-service effectiveness
Regularly audit internal and external knowledge systems for accuracy and relevance
Drive process improvements that reduce manual effort and increase scalability
Build a sustainable governance model for long-term knowledge health
Stay current on industry trends, tools, and best practices to continuously improve our knowledge and support experience
Experience: Proven track record owning a help center or knowledge base end-to-end, strategy through execution, with measurable impact on deflection, resolution, or self-service outcomes
AI & Self-Service Optimization: Experience optimizing content for AI-driven support tools, chatbots, or self-service platforms, structuring knowledge to improve accuracy, deflection, and resolution rates
Information Architecture Mindset: Skilled at organizing complex product and operational information into intuitive, scalable structures for both internal teams and customers
Technical Fluency: Comfortable working across knowledge bases, CMS platforms, documentation tools, AI agents, and analytics dashboards. Able to quickly grasp product functionality and translate it into clear documentation. Includes
Working knowledge of Model Context Protocol (MCP) and how it connects AI agents to external systems (CRM, billing, ops tools) for real-time data retrieval and action-taking — not just static lookup
Comfort scoping/configuring MCP or data connectors within Intercom, including OAuth-based permission scoping and read-vs-act tradeoffs
Ability to diagnose why a Fin conversation went unresolved. Distinguishing a knowledge gap (needs an article) from a context/action gap (needs a connector or workflow)
Analytical judgment: Strong ability to independently query, filter, and interpret support trends, search behavior, and AI performance data directly from dashboards and reporting tools. This role requires skills at turning raw signals into prioritized action and measurable impact
Cross-Functional Influence: Skilled at partnering with Support, Product, Product Marketing, Ops, and Engineering to align on content standards, product updates, and AI optimization strategies
Clarity & Communication: Exceptional written and editorial skills, with the ability to simplify complex concepts while maintaining accuracy and authority
Operational Ownership: Strong governance mindset with the ability to maintain standards, manage updates proactively, and build sustainable processes for long-term knowledge health
Course Creation Know-how: Experience designing technical course content and addressing training needs with comprehensive courses
Builder Mentality: Energized by creating systems from the ground up, improving workflows, and scaling knowledge in a fast-moving, evolving environment
Мы предлагаем
In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically
✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance
Take a break whenever you need with our flexible vacation day policy
Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month
Family planning resources and specialized support programs
Equity: get ahead on the ground floor and grow with Boulevard
Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve
We recommend following our official LinkedIn page to stay up to date on all things Boulevard life!
Дополнительно
At Boulevard, we work hard to structure compensation in a way that balances internal equity with local market competitiveness, and we’re happy to share a good-faith estimate of the base salary range for this role. For U.S. based candidates, the anticipated base salary range is $100,000 - $130,000 per year. In addition to this base compensation, this role may be eligible to participate in a variable compensation program. Final compensation will vary based on a variety of factors, which include but are not limited to applicable experience, location, and final leveling
Технологии и навыки
Boulevard
USA
ГрейдБез опыта
ЗанятостьПолная занятость
РегионСША
ФорматУдалённо
ИсточникСкрыто
Опубликовано21 авг.
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