Knowledge Systems Manager

Boulevard

Knowledge Systems Manager scaling customer and internal knowledge systems for Boulevard’s appointment-based self-care platform. Optimizing AI support content, analytics, governance, and self-service outcomes.

Posted 8/19/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer-facing support content, optimizing knowledge systems for AI-driven tools, and establishing governance frameworks that enhance self-service outcomes. Proficient in analyzing support trends and collaborating cross-functionally to improve knowledge delivery and operational efficiency.

Highest-signal resume keywords

Knowledge Base ManagementAI Content OptimizationCross-Functional CollaborationContent GovernanceSupport Trend Analysis

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Content CreationKnowledge ManagementData AnalysisTechnical Course DesignWorkflow ImprovementAI Performance MonitoringMCP ConfigurationCMS PlatformsDocumentation ToolsSupport Metrics Tracking

Soft Skills

Exceptional Written SkillsGovernance MindsetOrganizational SkillsProblem-Solving SkillsCollaboration Skills

Tools & Technologies

Education ConfluenceLMS Training ContentIntercomAnalytics DashboardsAI Support ToolsChatbotsSupport/Ticketing Platforms

Industry Keywords

Self-Service OutcomesKnowledge GovernanceCustomer SupportContent Quality GuidelinesAI Retrieval Optimization

About the role

Key responsibilities & impact

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 articles, guides, tutorials, and videos for customer and team education
Establish content quality guidelines aligned with product functionality
Maintain internal and external knowledge systems, including Education Confluence, internal GPTs, LMS training content, Academy, and documentation
Update content proactively based on product releases and feature changes
Optimize knowledge content for AI retrieval and accurate AI support responses
Ensure AI-generated responses are clear, helpful, appropriately toned, and aligned with support standards
Monitor AI performance metrics and improve self-service outcomes
Identify and close knowledge gaps contributing to live-agent escalations
Refine prompts, structure, and knowledge formatting
Collaborate with the AI Support team and Revenue Operations on knowledge ingestion, AI workflows, and response quality
Identify opportunities to leverage AI across the organization
Analyze support trends and ticket data to identify friction points and knowledge gaps
Translate support trends into customer guidance, AI response improvements, internal support guidance, and reusable communication frameworks
Partner with Support Operations on reporting, tooling insights, workflow data, and automation opportunities
Support evaluation and rollout of a new support/ticketing platform, including knowledge and AI data migration
Serve as knowledge liaison between Education, Support, Product Marketing, and Product
Establish and track knowledge performance and self-service KPIs
Audit knowledge systems for accuracy and relevance
Drive process improvements and build a sustainable knowledge governance model
Stay current on industry trends, tools, and best practices

Requirements

What you’ll need

Proven track record owning a help center or knowledge base end-to-end, from 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
Skilled at organizing complex product and operational information into intuitive, scalable structures
Comfortable working across knowledge bases, CMS platforms, documentation tools, AI agents, and analytics dashboards
Working knowledge of Model Context Protocol (MCP) and how it connects AI agents to external systems for real-time data retrieval and action-taking
Comfort scoping/configuring MCP or data connectors within Intercom, including OAuth-based permission scoping and read-vs-act tradeoffs
Ability to diagnose unresolved Fin conversations and distinguish knowledge gaps from context/action gaps
Ability to independently query, filter, and interpret support trends, search behavior, and AI performance data from dashboards and reporting tools
Skilled at cross-functional partnership with Support, Product, Product Marketing, Ops, and Engineering
Exceptional written and editorial skills
Strong governance mindset and ability to build sustainable processes
Experience designing technical course content and comprehensive courses
Experience creating systems, improving workflows, and scaling knowledge in a fast-moving environment

Benefits

Comp & perks

Variable compensation program eligibility
401(k) match
Dental insurance
Medical insurance
Vision insurance
Life insurance
Flexible vacation day policy
Fully remote work
Monthly work-from-home stipend
Family planning resources and specialized support programs
Equity
Boulevard Bucks Learning and Development program