Sr. Manager, Knowledge Management & CX Enablement

CallRail•Atlanta, GA

1d•Hybrid

About The Position

CallRail is looking for a Sr. Manager, Knowledge Management and Training to lead the team accountable for the strategy and execution of knowledge management, technical documentation, support training, and quality assurance of a knowledge ecosystem that serves both human support specialists and AI-powered support systems. In this role you will design and execute programs, manage tools and create processes that enable the Customer Experience team at CallRail to provide best-in-class technical solutioning to our clients. You will also design and manage an enablement program that champions a shift in how our Support team engages with customers - moving from a reactive, ticket-first mindset to a proactive, attribution-informed approach that deepens customer understanding and drives long-term retention.

Requirements

6+ years in knowledge management, support enablement, technical writing, or adjacent CX disciplines
2+ years managing cross-functional initiatives with either direct or indirect management experience
Experience with AI support tooling and how content structure affects AI performance
Experience with LMS platforms (Lessonly/Seismic preferred) and help center CMS tooling preferred
Demonstrated experience building documentation or training programs at a SaaS company
Hands-on experience configuring or prompting AI support agents
Familiarity with marketing attribution concepts - call tracking, UTM parameters, multi-touch attribution, or campaign ROI analysis
Familiarity with the CallRail product or call tracking / conversation intelligence category
Background in instructional design, learning principles, or formal QA methodology
Working knowledge of the broader CX tech stack: Zendesk, Asana
Exceptional written communication and strong analytical mindset
Cross-functional relationship builder with proven ability to influence without authority
Highly organized with experience managing concurrent projects and tight timelines
Genuine customer empathy and a desire to shift teams from task completion toward customer outcomes
Curiosity about AI-assisted support and a genuine desire to build for both human and automated consumers of content

Responsibilities

Lead, coach, and develop a team of three specialists across technical writing, training, and QA
Define and execute a training and enablement strategy that scales alongside product and team growth
Partner cross-functionally with Customer Support, Product, Engineering, Marketing, and Revenue Operations to ensure knowledge keeps pace with releases and company direction
Build and report on OKRs, KPIs, and program health metrics to CX leadership on a regular cadence
Establish documentation standards that support both human readability and structured AI ingestion (RAG pipelines, AI agent grounding)
Own the knowledge base governance model - taxonomy, content lifecycle, ownership mapping, and deprecation workflows
Serve as the primary stakeholder for knowledge tooling - managing the roadmap for the help center CMS, internal wiki, and any AI knowledge connectors
Drive content creation and auditing cadences; ensure alignment between knowledge base content and actual specialists and AI behavior
Develop mechanism and scorecards to evaluate the accuracy and quality of AI support responses, identify knowledge and training gaps that create deflection failures to drive improvement.
Stay current on AI support tooling trends and proactively recommend improvements to CallRail's AI-assisted support architecture
Build and embed customer-centric training tracks that deepen support specialists’' understanding of marketing attribution - including call tracking, source attribution, and how CallRail data informs customer business decisions
Partner with Product and Marketing to develop enablement content that equips specialists to speak credibly about attribution concepts, campaign ROI, and the broader CallRail value story