AI Knowledge Designer

Alpine IQ (AIQ)•Dallas, TX

3d•Remote

About The Position

The AI Knowledge Designer plays a critical role in optimizing the customer support experience through AI-powered interactions and best-in-class documentation. This role owns the performance, accuracy, and evolution of Alpine IQ’s AI chatbot, Astro, ensuring automated responses are clear, helpful, on-brand, and aligned with customer success goals. This is a highly cross-functional role at the intersection of conversational design, UX writing, customer support, and product knowledge. You’ll design AI conversations that feel natural and human while building and maintaining documentation that enables customers—and internal teams—to quickly find the answers they need. You will also own all key performance indicators related to AI support effectiveness, including resolution rates, deflection, escalation trends, CSAT, and knowledge base performance.

Requirements

1+ years of experience in conversational design, technical writing, or knowledge management within a SaaS or technology environment
Hands-on experience with Intercom’s FIN AI or similar AI-powered customer support tools
Strong understanding of customer support operations, tone design, and documentation best practices
Excellent written and verbal communication skills with a focus on clarity and usability
Ability to interpret data and translate insights into meaningful improvements
Comfort working in a fast-paced, fully remote, and data-driven environment

Nice To Haves

Experience with prompt engineering, chatbot training, or AI system tuning
Familiarity with regulated or compliance-driven industries
Background in UX writing or product content strategy
Experience using tools such as Archbee, Intercom Knowledge Center, or Zendesk Help Center
Basic understanding of analytics tools and performance reporting

Responsibilities

Design, implement, and continuously refine conversational flows within our AI chatbot to deliver accurate, natural, and brand-aligned responses
Analyze AI conversation data to identify gaps, inaccuracies, and opportunities for improvement
Partner with Support leadership to prioritize AI content updates based on product changes and customer needs
Collaborate on testing and launching new automation features, triggers, and intents
Create, maintain, and optimize customer-facing documentation, FAQs, and help articles to drive self-service success
Ensure all content reflects Alpine IQ’s tone, accuracy standards, and compliance requirements
Collaborate with Product, Engineering, and Customer Success teams to keep documentation current following releases and updates
Establish and maintain structured content standards to ensure consistency and usability
Track and analyze automation metrics including deflection rate, resolution accuracy, escalation trends, and CSAT
Translate data insights into actionable improvements for AI behavior and documentation quality
Contribute to internal process documentation that improves knowledge sharing and system reliability
Work closely with Human Support, Product, and Engineering teams to align AI and human support workflows
Partner with Customer Education and Marketing to ensure documentation supports onboarding, adoption, and retention
Participate in feedback loops to ensure AI and documentation reflect real customer challenges