Knowledge & AI Lead

What you'll do here:

Knowledge Base Ownership & Strategy

• 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

AI Optimization

• 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

Support Insight & Analysis

• 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

Continuous Improvement & Future State

• 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

What you'll need to thrive:

• 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.

Bonus points if you have:

• 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