AI & Knowledge Manager

EverPass Media•Chicago, IL

1d•Hybrid

About The Position

EverPass is hiring an AI & Knowledge Manager to help build, launch, and continuously improve our AI-assisted customer support experience. This role will initially focus on using AI to support SMS/chat deflection for high-volume troubleshooting and setup contacts, especially during peak live-event periods, while also owning the knowledge structure that powers both AI and human support. This is a hands-on operational role responsible for configuring AI support workflows, maintaining accurate and usable knowledge content, monitoring performance, identifying failure points, and partnering cross-functionally to improve support scalability and customer experience.

Requirements

4-7 years of experience in Customer Experience, Support Operations, Knowledge Management, Support Automation, or related roles.
Experience configuring or managing chatbots, AI support tools, automation workflows, or customer self-service platforms.
Experience building or maintaining a knowledge base.
Strong writing skills with the ability to turn complex processes into clear customer-facing and agent-facing content.
Analytical mindset with experience using performance data to improve operations.
Strong cross-functional collaboration skills.
Comfort working in a fast-moving environment where processes and ownership may still be maturing.

Nice To Haves

Experience with SMS, chat, or conversational support channels.
Experience with AI support tools, virtual agents, LLM-based workflows, or prompt design.
Experience with troubleshooting, hardware, streaming, SaaS, media, hospitality, or subscription-based support.
Experience with Zendesk, Salesforce, Aircall, Lorikeet, or similar CX platforms.
Experience preparing support operations for seasonal spikes, launches, or live-event volume.

Responsibilities

Configure, test, launch, and optimize AI-assisted support experiences, with initial focus on SMS/chat.
Build and maintain intents, flows, prompts, response frameworks, fallback paths, and escalation logic.
Partner with vendors and internal teams to ensure AI workflows reflect approved product, support, billing, hardware, and troubleshooting processes.
Identify high-volume, repeatable contact drivers that are strong candidates for automation.
Monitor AI performance and make ongoing improvements based on real customer interactions.
Own the structure, organization, and quality of the customer operations knowledge base.
Translate product, setup, billing, troubleshooting, hardware, and support processes into clear, usable content.
Establish knowledge governance, including content ownership, review cadence, update triggers, taxonomy, tagging, and approval workflows.
Ensure AI and human support teams are working from accurate, current, and consistent information.
Partner with Product and Support to keep knowledge aligned with product changes, launches, policies, and known issues.
Build AI and knowledge readiness plans for major live events.
Prepare event-specific troubleshooting content, escalation paths, and known-issue workflows.
Review AI and support performance after major events to identify gaps and improvements.
Ensure customer-facing AI responses are accurate, clear, and appropriate during high-pressure support windows.
Review AI conversations and support interactions to identify knowledge gaps, failed intents, unclear responses, and escalation issues.
Refine AI behavior using real customer data and frontline feedback.
Partner with Customer Support to improve answer quality, handoff quality, and resolution consistency.
Balance automation with human support to protect customer experience.
Track and report AI and knowledge performance metrics, including containment, resolution rate, escalation rate, fallback rate, repeat contact rate, CSAT, and knowledge effectiveness.
Build practical reporting that helps prioritize improvements.
Provide recommendations on where automation should expand, where it should pause, and where human support is still required.

Benefits

Competitive Compensation
Medical, dental, vision, life, and long-term and short-term disability insurance
Professional Development Programs
Access to senior management and mentoring opportunities
Employee Recognition Program
Unlimited PTO
Paid Parental Leave
Mental Health and Recharge Days
401k Match
Pre-tax Transportation
Employee Assistance Program