Knowledge Management Specialist

About the Role:

As a Knowledge Management Specialist, you will be at the forefront of revolutionizing how we create, manage, and scale self-help and educational materials, which also serve as crucial data inputs for the LLMs empowering our customer service products; a core responsibility of this role is to manage and optimize these data inputs for our customers and internal teams. You will leverage cutting-edge AI tools and technologies to build a smart, scalable, and highly effective knowledge ecosystem. You will work with a cross-functional team to integrate AI into our content strategy, automate content workflows, and deliver personalized, data-driven educational experiences.

You will have a deep understanding of how our educational resources are performing and will use AI-driven insights to continuously improve key metrics such as touchpoint deflection, Article Contact Rate (ACR), and user engagement.

About the Team:

Join us as an AI-Powered Knowledge Management Specialist at Gusto, where you'll shape the future of how knowledge is created, shared, and scaled. In this role, you'll be a key player in transforming our content ecosystem by integrating AI to enhance content creation, automate workflows, and deliver personalized user experiences. You'll collaborate with cross-functional partners to build clear, effective self-help and educational resources that empower users and drive measurable impact. You will not only maintain our knowledge bases but also pioneer new ways to leverage AI for content optimization and strategic decision-making. This is an opportunity to build the future of AI-driven knowledge management at a fast-growing company, fostering a culture of continuous learning and innovation.

Here’s what you’ll do day-to-day:

• AI-Powered Content Creation & Optimization:
• Utilize AI tools to generate, edit, and optimize articles for Gusto's Internal Knowledge Base (IKB) and Help Center, ensuring a high standard of accuracy, clarity, and accessibility.
• Develop and implement prompts for AI content generators to produce high-quality, on-brand content.
• Continuously experiment with new AI tools and techniques to improve content quality and efficiency.

• Content Workflow Automation:
• Design, implement, and manage an AI-powered content workflow to automate content creation, review, and publishing processes.
• Collaborate with engineering and product teams to integrate AI tools with our existing content management systems.

• AI-Driven Content Strategy & Analysis:
• Leverage AI to analyze customer and advocate feedback at scale, identifying trends, sentiment, and opportunities for content improvement.
• Use AI-powered analytics to monitor content KPIs, generate insights, and make data-driven recommendations to enhance user engagement and impact.

• Cross-Functional Collaboration:
• Partner with internal teams—including marketing, product, and engineering—to align on AI content goals, resolve challenges, and maintain consistent messaging.

• Product & User Insights:
• Participate in product test-fests and use AI tools to analyze user behavior, providing actionable feedback and content recommendations to product teams.

Here’s what we're looking for:

• AI Expertise & Content Generation:
• Advanced AI Tool Proficiency: Demonstrable experience using a variety of generative AI tools for content creation, editing, and optimization (e.g., ChatGPT, Claude, etc).
• Expert Prompt Engineering: Deep understanding of prompt engineering, including advanced techniques like vibe coding and contextual prompt design to effectively guide AI in generating high-quality, on-brand, and nuanced content.
• AI-Powered Analytics: Familiarity with AI-driven analytics and SEO tools to measure content performance and extract actionable insights.

• Technical Aptitude:
• Experience with content management systems (CMS) and a willingness to learn and adapt to new technologies.
• Basic understanding of HTML and markdown.

• Exceptional Writing & Communication Skills:
• Proven ability to create clear, accurate, and engaging content.
• Skilled in crafting concise, customer-friendly copy.
• 8+ years of experience in writing customer-facing and employee-facing communications, preferably in a SaaS or tech environment.

• Data Analysis & Strategic Thinking:
• Proficient in analyzing content performance data and using insights to drive strategy.
• Ability to think critically and solve problems in a fast-paced, ambiguous environment.

• Project Management:
• Experienced in managing multiple projects, prioritizing effectively, and collaborating with stakeholders.

• Learner Mindset:
• A passion for learning and a strong desire to stay at the forefront of AI and content technology.

Our cash compensation amount for this role is $112,000/yearly to $137,000/yearly in Denver & most major metro locations, and $131,000/yearly - $161,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. 

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.