voize

AI Support, Knowledge Manager

voize

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • Germany

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About the role

  • Monitor and optimize AI performance by spotting patterns in AI and human-assist conversations, tracking failure modes, confusion clusters, and quality drift, then triaging issues like a product backlog
  • Build AI-ready knowledge by creating and maintaining support content that enables Fin to answer accurately and consistently, reducing knowledge debt and structuring content for AI consumption
  • Design clear, trustworthy conversations by defining voize's AI voice and interaction style, refining high-value conversation flows, and ensuring smooth handoffs to human agents
  • Create safe automations by building workflows that let AI complete tasks beyond answering questions, partnering with Product and Engineering to expand automation coverage
  • Own AI support KPIs including AI resolution rate, deflection, CSAT, escalation rate, and time saved, with clear reporting and a weekly review cadence

Requirements

  • Proven experience improving support systems end-to-end (Support Ops, CX systems, knowledge programs, automation, or similar)
  • Strong analytical skills - you're comfortable working from conversation data, patterns, and operational metrics
  • Excellent writing and information design skills - you can turn messy tribal knowledge into crisp, testable procedures
  • Comfortable collaborating with Engineering and Product on tooling, integrations, and safe system behavior
  • High ownership mindset - you can be accountable without becoming a bottleneck
Benefits
  • 30 vacation days plus your birthday off
  • Germany Transport Ticket
  • Urban Sports Club
  • Regular company off-sites
  • Access to learning platforms such as Blinkist and Audible
  • Flexible working hours
Applicant Tracking System Keywords

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

Hard Skills & Tools
AI performance monitoringknowledge managementworkflow automationdata analysisconversation designsupport systems improvementKPI managementcontent structuringoperational metrics analysisautomation coverage expansion
Soft Skills
analytical skillswriting skillsinformation designcollaborationownership mindsetproblem-solvingcommunicationaccountabilityadaptabilityattention to detail