Knowledge Systems Manager

Boulevard

2h•$100,000 - $130,000•Remote

About The Position

Boulevard's Education team operates at the intersection of Sales, Customer Success, and Marketing, empowering both our customers and internal teams with industry education and strategic methods to drive revenue growth. We are seeking a Knowledge & AI Lead to own and scale our knowledge ecosystem across both customer-facing and internal resources, reporting to the Manager of Education. This role drives the strategy, governance, and organization of our Support Center and all customer-facing content, while also owning the creation and management of internal documentation used cross-functionally by GTM, Marketing, Product, and Support teams. In addition, this role leads AI knowledge optimization — ensuring our AI agent and chatbot surface accurate, high-quality information and continuously improve self-service resolution. You'll use product changes, support trends, and performance data to improve how customers get help, making support more efficient and easier to scale over time.

Requirements

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.
Experience optimizing content for AI-driven support tools, chatbots, or self-service platforms, structuring knowledge to improve accuracy, deflection, and resolution rates.
Skilled at organizing complex product and operational information into intuitive, scalable structures for both internal teams and customers.
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.
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).
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.
Skilled at partnering with Support, Product, Product Marketing, Ops, and Engineering to align on content standards, product updates, and AI optimization strategies.
Exceptional written and editorial skills, with the ability to simplify complex concepts while maintaining accuracy and authority.
Strong governance mindset with the ability to maintain standards, manage updates proactively, and build sustainable processes for long-term knowledge health.
Experience designing technical course content and addressing training needs with comprehensive courses
Energized by creating systems from the ground up, improving workflows, and scaling knowledge in a fast-moving, evolving environment.

Nice To Haves

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

Responsibilities

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
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