Lead self-service strategy for Help Center and chatbot.
Balance automation with human support to hit resolution and deflection targets.
Design IA, taxonomy, and metadata for AI-ready content.
Oversee chatbot improvements: intents, flows, routing to triage.
Own end-to-end content lifecycle: creation, updates, retirement, accuracy.
Build AI workflows for drafting, translating, tagging with human-in-the-loop QA.

🎯 Requirements

5+ years in Knowledge Management, Technical Documentation, or Content Strategy.
Zendesk Guide, Salesforce, Ada, Intercom; HTML/CSS; analytics.
IA and data-driven strategy; metrics-driven prioritization.
Hands-on leadership: manage content and chatbot flows with scalable processes.

🎁 Benefits

Medical, dental, vision, life, and disability insurance.
401(k) retirement plan; flexible spending and health savings accounts.
Paid holidays and paid time off; employee assistance program.
Other company benefits.

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